Nedbank refusing claim payout

My parents had funeral policy with nedbank. My mom passed away last year June and there was issue because the was no beneficiary but managed to get letter of authority and payout was done. In August 2020 I then went to the branch with my ****her to sort out beneficiary issue and they said it was done to my surprise they never did now I'm struggle to claim because they refused to payout now that my ****her is done. Most unprofessional ridiculous rude consultant I've seen.