Shoprite xtra savings funeral benefit is a ****

Shoprite group is advertising funeral benefit on their xtra savings my sister passed on and she qualified for the funeral benefit when we tried to claim the claim was declined due to the beneficiary being mom updating her phone number... I feel this is a disgrace from the shoprite group and also fauls advertising because when it's time to claim they make up excuses not to pay. I mean we spend hours on the phone with different people from the xtra savings department and everyone had a different version no one really knew how to assist us to claim the benefit