Nozinga burial

Hello Peter. My name is Hazel Sobuwa, I’m writing to you because I have a problem with a Burial Service company that I joined 2021, when I joined I was told that my cover is R20 000 which they will do everything should they handle the burial. And I enquired about family members which have their own burial, will I get cash back for them. The consultant told me yes but they will forfeit 25% of the pay out should I require cash. I have never claimed till now, when I phoned to inform them of my uncle who had passed on I am told they no-longer do cash back they also do burial due to change of underwriter which I was never informed of until I phoned for a claim. Is there any help you can provide for me to get my payout?