Hollard Pep death claim

I took out a funeral cover woth hollard via pep and made an unatural death claim in December 2023 it took them a month to reponde after I had been calling them non stop and being told that the investigating officer wasnt answering her phone even went to get an alternative number only to be told the claim had been deckined because my little brother (the deceased) was registered as my child and not sibling yes that mightve been a fault of their consultants (who lack proper training) but my brother was a child who was fully dependant on me financially because we have no parents Ive had to take the responsibility of raising him as my own and I stated this on an affidavit too,he was incaple of taking care of himself because he was still a child who had mental health issues too so who was supposed to cover him?And why is my claim deckined because its not like tgere was no money debited for regardless