Claim declined

Good day Please refer to reference number: GSENQ ********** . This young man passed on on the 25th of May and his girlfriend passed on in 2014 and he was advised not to put in a claim when she passed on he was advised to continue with payments as per the last conversation I had with him. Now the claim is declined because they were never married to his girlfriend do you think it is fair? I don't think it is fair because you saw that his surname and his girlfriend surname were different meaning they were never married. But still, you allowed him to pay for the girlfriend with no hesitation. Now that they both gone and cannot say anything you decline the claim? With all due respect can I please have the recordings re-the claim because I was added as a sister, not an aunt I had to go to the affidavit to prove that I am not a sister. Yes, he was not married but why didn't you guys follow up on why is he paying for her as the wife? With all fairness, it will be fair to pay the monthly premium that this young man has been paying you guys all these years.