Funeral claim cover not paid.

I am very disappointed with this company. 2 years back when I joined I told the guy who was assisting me that one of the members I want to cover does not have a s.a ID as they are from Zim and only uses a passport the guy said it won't be a problem, I than asked there won't be any complications later on he said no. Now 2 years later I claim for the very same member and get sent around like a headless chicken! The funeral was last week 8/3/2023 I claimed the Friday before as the member passed on that Thursday. Even now I still haven't received my money! I has to make plans and borrow money for the funeral which doesn't make sense because I have a funeral cover fir this person, yet I'm mow stuck with debts all because this useless company won't give me my money! When claiming I get told that they need a death certificate from the origin country of where the member comes from, this doesn't make sense to me because the person died in s.a so they get one here. The death certificate provided from s.a home affairs is not good enough all in the name of it was hand written and not typed like the south African ones. I even went to home affairs to ask them to write a reason as to why it's hand written like they advised and home affairs said they don't do such. I also went to the embassy to ask for assistance and they couldn't help as they say the person died in s.a. I than gave them feedback and they told me they can't proceed unless I get that letter. What and where should I get this letter from? Home affairs simply said people not s.a citizens do not get the typed certificate but the handwritten one. Still NEHAWU won't listen. So according to them the body of this member should still be at the mortuary by now all in the name of this letter. I emailed and sent all the documents they had wanted from me but I guess it was never enough!. ITS EASY TO DEBT MONEY MONTHLY BUT DIFFICULT TO GIVE BACK WHEN I NEED IT! WHAT A WASTE OF MY 2 YEARS THINKING MY FAMILY IS COVERED WITH THIS COMPANY! REALLY DISAPPOINTED WOULD NEVER RECOMMEND IT TO ANYONE ELSE! They had said they escalated my email of complaint to their people even today still no feedback, but they busy sending me sms saying I can get my policy online. I don't want those sms's I want my claim my money. I'm hurt I'm disappointed I honestly regret taking this cover!