My parents or mother lost her younger sister

My parents or mother lost her younger sister. My father had My aunt registered for the funeral cover. My parents are senior citizens, it happened that my mother did not know that her sister changed her ID number, my mother inputted my aunts details that she knew at the time. My aunt passed on,my parents tried to claim, and it so happens that the details don’t match, We went to RFS in Soweto to ask for assistance and any other way we could prove that this was an error, They did not even attempt to assist my elderly parents at all.The receptionist said that they could not help. Not even with solutions on how the issue could be resolved and my parents being seniors, depended on this funeral service to burry the loved one. I understand that it was my parents fault, and that the IDs of senior citizens were changed at the time, but the manner in which they got dismissed is unprofessional for a reputable service provider such as Rixaka FS.