Assupol refuse to pay/disaster

My sister opened a funeral policy with one of your agent telephonically in February under policy no ASDIR ********** 63396 and my brother was insured under the policy now my brother passed away on 12 Aug and we send all the documents as requested we only received their pathetic sms's twice with no one calling us we had to borrow money and make other means to bury my brother,until after the burial we made several calls to u guys after being kept holding for a very long time we were told that they will get back to us.The following day my sister received a call saying the claim wont pay without any reason given.My sister meet with one of your agent and explained the problem to her she then came back with feedback saying the funeral plan sold to her was incorrect,no other benefits were even explained to her and no one wants to take responsibility for that so we need to know what about the premiums that assupol was deducting from her every month and now they refuse to pay it means assupol is a ***** and dont have remorse for people during their time of grief.