Client informed RAF won`t be paid out

I am so disappointed in the conflicting statements I have been receiving from this company at a time when I should be grieving. My father passed on in early January and he had a funeral and RAF with your company. When we wanted to claim the money we were told not only once but twice through your call center and Midrand branch that the RAF payout will pay into the deceased estate as he had not nominated any beneficiaries. A few days ago I found out that my stepmother was able to go claim this money without our knowledge as his children. What is going on Metropolitan? How was she able to claim when we were told we can`t? Are we even going to get our share as this was done without our knowledge? Is this how your company treats people in their time of mourning?