Liberty life refuses to pay out insurance money for burial that must take place on saterday 25th july 2015. Their reason is initials of the deceased is not correct

On Monday 20th July 2015 my mother and I went to liberty life to report the death of my uncle and claim for ensurance. my mom was told she needs to submit a letter from the mortuary acknowledging they have the corpse. on tuesday the letter was sent to liberty life and we got confirmation that that the money for burial will be in by Wednesday midnight. Wednesday afternoon my mom received a call from liberty life, the lady by the name of Nokwanda told my mom they can not pay out the money because initials of my uncle are not the same. my mom ensured 3 people with liberty life. my other deceased uncle S.M. Thinane,my granny A. Matasane and my now deaced uncles MJ Thinane. there were only 2 people left insured on the policy, they did not bother to verify their system for years, now when clients claim they refuse to pay because of initials they may have made a typing error. my concern is why would liberty life make such excuses when they have to pay out the money, especially after we told them the burial must take place this weekend. I really need assistance. my mother had a shock that's affecting her health.