Death policy declined Claim ref 54534

Recently i lost my niece who had been insured with Hollard-Pep death insurance. She was registered under my parents and they had been paying the policy from 2008 without skipping any months. When claiming, the forms where all filled and claim was handled by the guy called John who later advised that the claim is rejected (After 3weeks) . The reason being the child is a grand child as the policy is registered with my Mother. My concerns are:-<br> Hollard only spoke with my brother when registering the policy,how can they claim the info was legitimate,Policy holder was never contacted.<br> Apparent reason for declining this policy is only a word in sotho \dikgaetsedi