non payment of funeral cover

Sanlam did not pay out my funeral cover of my late cousin Simon Elia Ntondini now is telling me that Simon is not my blood family which when I was taking a contract with them they were saying I can put wider or extend family members which I did, now is time to pay out is investigation which the time I put my cousin it was not investigated. Please can you help me cause this is not in their terms and conditions.