Non pay out of Funeral benefit

My dad had a Mr Price account which he also paid for the Protection cover and a funeral benefit. I sent all the relevant documentation as requested such as death certificate ID etc. I was then informed that the funeral benefit beneficiary is my brother and I sent the documentation for him as well on the 25th October 2021. I have since not received any response to this, I have sent numerous emails asking for feedback but have not received any response. Its going into the 3rd week of waiting for a response and it seems like they are not interested in responding. I then sent a complaint to Mr Price insurance yesterday (8th November 2021) to which they rep**** today (9th November 2021) informing me that I need to get a affidavit stating proof of relationship. I questioned as to why I need to submit an affidavit and was informed that I am the beneficiary. How am I the beneficiary if I was previously informed that my brother is the beneficiary. Obviously this person did not look into the file because how does she not know this? This Ifind to be totally ridiculous as I sent all the documents as they requested and would have assumed that the funeral benefit would've been paid already however I am now being asked for an affidavit. I don't see why I need to now submit this if I had sent the beneficiary's documents to which the need to make the payment. My dad paid his account every month however now when Mr Price needs to pay they are making it almost impossible to even communicate with them. I am currently looking at getting legal assistance with this matter.