Unsuccessful claim-Metropolitan

When I open a policy with Metropolitan in 2005, I wanted to add my brother and sister to my policy. A person who was helping me told me I cannot add them under my policy I must open a separate policy for them of which I did. He told me to make one person a policy owner and another one a dependant of which I did. My brother passed on and I made a claim. After that, I received a letter telling me that the policy is PAID UP I won’t be paying a premium anymore. My sister who was a dependant on the same policy passed on, when I make a claim they told me I must provide proof that I carried a cost of my sister’s funeral and I did (of which I think it was not necessary because I was a premium payer). Later they asked me to provide a proof that I was a premium payer. I DID. Now they are asking me to get a letter of authority from the high court.

I feel that this is not fair to me as they make decisions without informing me and I end up being inconvenienced as a customer. Firstly why they didn’t tell me when I open the policy what will be the procedure if I want to claim? I WAS NOT GOING TO TAKE A POLICY WITH METROPOLITAN IF I KNEW. Secondly, how can a premium payer be told to get a letter of authority while you have been paying them for years? Thirdly, They told me that the amount on the invoice from the funeral parlor does not correspond with the lump sum of the policy. So they cannot pay. I don’t understand where does the two link?

I've been struggling to get the letter from the high court ( premium payer) and now it means I paid metropolitan for nothing all these years because now I cant claim. I feel it is not fair to me because I didn't get all the necessary information when I open the policy. Now it is becoming my fault.