Funeral policy *****

My brother had a funeral policy with nedbank its over 2 months they have not paid the claim to add on it they said he skipped one month they will take a sum of almost R10 000 I want to report this further we had to bury my brother with donations mean while he had a policy they are *********** and use people I wanna make sure they pay for this and my brothers money back. Or else this is going to ombudsman