Nedbank Funeral Policy payout denied!

I took out a policy with Nedbank. I lost my father who was on my policy. I could not get a computerized death certificate but Home Affairs gave me a hand written death certificate with a letter confirming that the certificate is valid. They have since refused to give me my payout of 25k, I lodged a complaint with them and they still refused to pay me. I am sending this to the ombudsman as well!!! be careful of who you inure your family with, because when you are in need of their help, they will find excuses to not show up!