Declined policy after being paid up

What a service in this time of need I was claiming funeral benefit of my parent, and the claim was refused. I don't understand why because the last time. I was confirming whether my dad is covered and i was assured that he is covered under moms policy and therefore the confirmation has now resulted in me being prejudiced in that you had assurity that he is sorted with Old Mutual.

2.. in that to my knowledge, my parents, they were reconciled in that your dad took full part with moms funeral. Hence, I knew he was covered under moms policy

When I claimed yesterday. I had been assured again that everything was ok. Im have a burial, and what do they expect me to do. I have nothing

My frustration is being deserted and left stranded few days before burial