Nedbank, why only pay a portion of the benefit amount and give excuses?

Nedbank Funeral Policy Claim on P***: (Claim number C***)

I submitted a claim for my late husband. The death was recorded as an accidental death, and a police docket was opened. The benefit amount paid was R22 500, and the reason given was that premiums were not received. This is untrue. I have referred to my Nedbank account, and all premiums have been paid. Please rectify this accordingly. Surprisingly, when I call the call center, I am told to send an email to client services, no one is giving me answers over the phone. Why?