Nedbank Did not honor our family death but still deducting the premiums without providing the answers we need

Nedbank Insurance did not honor my Father's death claim who passed away in February 2024 and yet they are still debiting my Mother's bank account for the very policy which did not help my family in the event of death. different version were provided by Nedbank which do not make sense to us both my Nedbank Call Center and the Branch.. our family needs answers as we can not continue paying for the policy which is not helpful. no hard copy of policy document was provide by Nedbank , we only rely on the information the tell was which we don't even have access to. My Mother went physically to the Branch to take out the policy , Nedbank gives a different story that the policy was done on the APP which is also a red flag for someone who can't even use their Money APP effectively for basic stuff.