Excellence family funeral plan

I have been having some problems when it came my fathers estate account. I share the account details with Assupol for the claim of a funeral policy but the claim rejected because it turned out that the account was not active that time. I was then told to let them know once the account is active. It took a while with back and forth with Absa bank and was then told once we receive an sms the account is open. We then received the sms and I told the lady who have been assisting me that the account is active and so she said payment was made and will reflect the afternoon of 23 February 2022 but it never did. Went to the bank a few times to check and was then told that the account was closed in January 2022 already and so they gave me documentation showing the account wasn't active when payment was made so could not have came through. I'm not sure what we are suppose to do now because when we were told about the account being closed a new estate account was opened and I shared the new documentation and information but now I'm still waiting and not sure what is really going on.