Funeral claim

Took a life policy with them in 2017 and have been paying R978 from my persal, on the 18th June 2021 submitted my claim and submitted all the necessary documents and they responded after a week(25/06) of calling saying that , they are pleased to inform me that they will make a payout on the claim and yesterday (28/06) they send another emails saying they not gonna pay me for the claim. Have been calling and sending emails but no1 is responding or taking mi calls. So disappointed with them esp because i had to make a loan in order for bury the insured person and think they ******** us