Appalling service and advise from SANLAM

My deceased grandmother had a funeral policy with Sanlam Sky. The policy has not paid out the funeral policy and we had to find ways of obtaining funds to bury her. This is unacceptable service from Sanlam as my grandmother has been a client of theirs for a very long time. The excuse we received was that the funeral policy did not have a beneficiary, therefore it cannot be paid out and a letter of authority needs to be submitted for processing. This process does not make sense as now we have been told that the funeral policy needs to form part of her estate. This is a FUNERAL POLICY for crying out loud, and it should be separate process from an estate process. Till today we have not received any assistance and we have since buried my grandmother even though she made burial plans and arrangements while she was still alive. Truly appalled by SANLAM!!!