Horrible service

I am writing a complaint on behalf of my sister who recently lost her customary husband on the 15th October 2019 and we laid him to rest on the 26th October 2019. My sister took out a Funeral Cover for both her child (Karabo Mashigo) and her father Nhlanhla Sithole from 22nd of July 2014. She has been paying the premiums religiously up until his untimely death of her spouse. And to her surprise Hollard is refusing to pay on grounds that the spouse later got married legally to someone else. Forgetting that it is a common practice amongst African culture. They are now demanding a proof of Lobola papers, meanwhile they did not request for such when the cover was taken up, neither was she advised that it will be required.