Dissatisfied service

Lying Service Providers. I'm writing this on my cousin's hello Peter account. I took out a funeral cover for my mom last year around September at Nedbank. I chose them because they came highly recommended. But little did I know that they will turn out to be ********** who ***** people's money. My mom passed away the week before last. Within the stress, heart break and trauma, I felt at ease because I covered her with Nedbank knowing they guaranteed me payout at the time of death. Went with all documentation to go claim and I was told I missed 2 premiums that I wasn't aware off. But i was willing to pay them in order for me to receive my claim as I needed the money for the funeral arrangements. I was rudely told they will only pay me half of my cover. And there was no sympathy at all. I pleaded and the lady who assisted me still said no. I had to make other loans in order to bury my mom in a dignified manner. I still feel I was unfairly treated. Why can't they deduct the 2 premiums and pay me the rest of the cover because I still owe the loan I took out. I'm disappointed more at the fact the I bank with them too.