Nedbank stokvel insurance

We opened a Nedbank stokvel account in 2018,that included a funeral policy of 10 thousand, we submitted the form at Nedbank branch in Welkom, we made a follow up until they completed the process,in February 2019 we submitted a form to add other family members, in April I emailed stokvel to check if all the members were added and never received any response,in June I went to the branch the same consultant assisted me and put me through to stokvel they told me that they have received the form there is no need to sorry everything is fine, in October one of the members passed on, to my surprise Nedbank rejected the claim, the email I received stated that Stokvel send an email in June to the same consultant in the branch to make us aware that we need to rectify the deceased member's I'd numbers, obviously he never bothered to notify us, he even denied ever receiving any email, I emailed Nedbank complaint department and I must compliment Farhana Moola she was very helpful she tried her level best but the branch I Welkom,the consultant,the branch manager and the regional manager all ***********,I received an email end October to notify me that the matter is forwarded to the regional manager,and the branch manager admitted in the middle of our meeting that she received an email that the mistake was done by their consultant because we did everything from our side they need to pay, but till today they are still sending us back to forth and that family had to borrow people's money to bury him they are still waiting for the money, I never thought Nedbank employees are such liers and are so ***********,the reason for this is they will tell us that the matter will be resolved by the following week when we arrive after 2 weeks they change the story again ,the regional manager is worse ,I even came to the conclusion that if they were dealing with people of their same colour they could have helped them ,they just pure ****** really, please assist