Foschini wont pay claim

My late mom had an account with Foschini,after her death my older sister sent a death certificate to notify Foschini. Earlier this year (2015) i got a letter stating we should send documents to submit a claim for death cover, i did that on the 19 February through email which i was given by Yasmeena.The email address is [Email Removed] However today ,10 March 2015 when i called to enquire about the status of the claim hence i haven't heard anything from The Foschini Group, I was told that they haven't received the documents, the only document they have is a death certificate from my sister. Yasmeena also added that i need a letter of authority for the money to be paid out which was never mentioned on letter they sent me .The letter only stated that an affidavit stating why the spouse can't make the claim should be included. I've done that but still they don't want to pay the claim. I'm even thinking to approach the insurance ombudsman regarding this issue. I'm really disgusted and disappointed by how I've been treated by The Foschini Group.