Refusing to pay Policy...

I submitted a claim through Hollard for my funeral policy. Hollard called me and advised that somebody else, that is none existent, is the beneficiary on this policy. They asked to submit and affidavit to confirm its me and not this person on the system that they talking about. All relevant documents was submitted to them and all of a sudden they refuse to pay. They cannot tell us how they got to that name that they got on the system and everytime we called them, all details was correct.

It feels like these are ******, how can they refuse to pay a claim and have wrong details all of a sudden

Policy no: ***