Funeral cover claim

My late grandfather had a funeral policy and my grandma as the beneficiary, she went to hazyview in mpumalanga to make a claim and the consultants at the branch told her that the system is unable to process her banking details since she and my grandpa were not married and they took the banking details of the women he was married to instead and they told her that the only thing she must do is to sign. So how come the system refuse to take the beneficiaries banking details and accepts another persons details instead whose names are not in the funeral policy. Please help as i feel that the consultants and the de*****ed her.