POOR SERVICE - DEATH CLAIM REFUTED

My Father-in-law passed away at the age of 82 last week. My Mother-in-Law approached the Metropolitan office to submit a claim (as policy holder) for the R5 000 spousal cover she had in place. His death certificate stated that he was divorced (this was his second marriage). She presented the marriage certificate stating that they had never divorced and that they were married since 1995 and that it was an error on DHA's side. She was advised to get a confirmation from the Church where they were married and the Rev confirmed that they were indeed married (in writing). This was presented to the Offices, but they INSISTED that she now again visit DHA (at the age of 70 in order to wait in a queue for hours) to have his marital status updated (post mortem) - all for a meagre R5 000 pay-put. I explained that she was 70 and that we are in the middle of a third wave of the pandemic and that she already lost her husband to Covid (and had to deal with the shock and embarrassment of the marital status on his death certificate, which came as a huge shock as she was under the impression she was married happily for the last 16 years) - but now had to risk contracting it herself - even though all the relevant supporting evidence was provided as proof of her marital status. We live in a different town and used our savings to cover the funeral costs and are trying to assist remotely, but coming up against dead ends due to finicky pen pushers - who are unprepared to make exceptions even for the elderly. Please investigate as the next step is approaching the Ombudsman in this instance.