Unsatisfied client

Last year August my dad passed away and he had an insurance with hollard but he was paying through Ackermans as he had an account with them, we put up a claim with them and asked us how he died, was it accidental or natural courses we told them natural courses. They said funeral plan had lapsed and only the accidental plan was available. They later told us that our claim haf been declined. This year during this month they sent us a text informing us that our claim has been approved and the payout will be done to the provided bank account, we called to find they told us that's a system error.