Poor service and incentive

My cousin passed away and now Nedbank The Glen claimed that his policy Lapsed. Jolene Gorrah was the beneficiary on the policy and all details were captured when the policy was activated. Today when she went to claim the Nedbank The Glen staff was so incentive they're turned her away saying she can logged a call or query with nedbank complaints. Where is the humanity side of staff? Why didn't they logged a query or dispute for?I mean she knew the policy is active and we're leaving money in his account every month for the debit order to goes off. Why is all the details of the deceased deleted or removed when it was captured in branch? Can someone from nedbank please look into the matter for her before we escalating it to the ombudsman?

Jolene Gorrah can be contacted on+***0. Deceased details are as follows. Irvin George Pringle ID:***.

Regards