Sanlam Life/Sky GBGap Funeral Policy

My mother used to work at Unisa in Florida, where after she went on pension, before she went on pension she took out a funeral policy for both her and my late father, and now that we are trying to get them to assist with a refund for the funeral i've paid out of my pocket neither Sanlam Life/Sanlam Sky an all of a sudden trace a funera policy even though she is paying a premium and have even forwarded the Sanlamsky claim form as well as proof of my mother's bank statement to provide proof that she is paying a funeral policy via Sanlam no matter which department and that is it not a *****ulent claim we are trying to submit!