Policy not paid out

I'm writing on behalf of aunt SUZAN RAMALEKANA. SHE has a funeral policy with the above company both aunt and ex husband passed on in February 2021 the aunt died first and they paid her and than ex husband passed on they told her they can't pay because they are divorced they can only reimburse the money she spent for the funeral and so she sent the company slips of the cost of the funeral and it was now declined . They never explained to her or not was it written anywhere that exhusband won't be covered ,and if that's the case she kept on paying monthly premiums which covered the exhusband her policy number *** since she started paying this policy since 1987 March