Insurance company refusing to pay a funeral claim

Good day : my name is Thembani Mangaba id *** cell no *** I joined mmk funeral in 2010 +***3 i covered my parents on my policy now my dad passed away they are refusing 2 pay telling me that they want my parent's marriage certificate and I asked them for what coz wn I joined my parents were long divorced but I gave them they are telling me now that their consultant should have made 2 separate policy coz my parents are no longer married so they are not going to pay but I must wait they are still discussing with their underwriter I made a claim on Tuesday its Thursday still nothing and the funeral its Saturday. Please assist. Why do they want my parents marriage certificate I am the policy holder they are deducting from me.