Nedbank will never recommend anyone there is no communication there

My Ant had funeral policy at Nedbank I was a beneficiary on that policy she passed away December 2019..they declined my claim they told that it's not matured because they restated the policy and I was not aware of their story. I tried to sick for help but never got one. I thought I was over that but it still stressing me because I got nothing from Nedbank..please help me I will really appreciate your help