Immoral and lying sales people

My parents took out a funeral policy on a parent living in Namibia. The salesperson ENSURED my parents that it does not matter (made a note of it, put it into paperwork, plenty of promises) and so the policy was then taken out. Now that the death has occurred, a claim was sent in, and my parents were simply told they now cannot claim because he has to be in South Africa... SO basically a salesperson **** to get a quick sale and this policy has built up plenty over many years, thousands of rands paid and now for nothing. If this was an issue, about which they asked about, why not be honest? No policy would have been taken out, but then again this company would not make money by being honest it seems! We will be taking this further if not internally resolved, this company has virtually ruined its own reputation (this very thing has made national news a few times) by trying to **** people out of payouts based on hidden details, or literally lying!