Outsurance funeral policy

My younger brother passed away a week ago. I had taken an outsurance funeral policy, so I went and issued a claim. I handed them all the needed details and documents for the payout and stated clearly where the claim should be paid out.

I waited and upon my surprise, the payout was made into the deceased bank account (which is no longer active) instead of mine (as indicated when making the claim).

I therefore went and told them there has been an error/mistake with regards to the payment. It went to the deceased account which is inactive, so they need to sort it out and correct the error.

The outsurance funeral policy bluntly told me that it is not their problem and unfortunately they can't help in anyway. I need to be the one to go solve the problem (which was created by them) with the bank.

I strongly believe that outsurance is utterly being unfair. They definitely need to take ownership of their employees mistakes and solve the problem.