Funeral scheme that could never pay out even on Ex

In 2004 I took out a Parent cover scheme for my Grandmother and inlaws. I paid that policy for until 2010. I missed out 1 premium in March 2010 and that happened to be the same period my grandmother passed on. I enquired at the Belville branch they said unfortunately they cant payout. I thought submitting my forms at the Tygerberg branch would make a difference. Till today I never got a dime from them. They could not even apply the ExGracia rules and to top it all I missed the payment because I was not working.