Hollard insurance doesn't want to pay my for my funeral cover claim

I took out a funeral cover for my life partner and father of my children from hollard in 2012. The father of my children passed away in April 2025, when I claimed I was told that they couldnt pay because as we are not legally married. After they declined I logged a complaint indicating that I have never stated that he was my legal spouse and maybe the agent captured it incorrectly. They said I should fixed when they sent me a policy confirmation. I didn't receive the confirmation because they sent it to an incorrect address. I have since escalated the matter to the ombudsman but the officer handling my case doesn't respond to my follow up emails and when I call she is not available.

Can they please refund me my premiums that I have been paying

Policy number:*** Hollard Complaint number : *** Ombudsman case number:***