I held a policy for more than 5 years and only after a funeral claim now it is ***** that I am related to the deceased

An assessor by the name Hloniphile called me 2 weeks after I submitted my funeral claim for a family member. She said my relations to the deceased are not valid, I need further clarification as to who falls under extended family and why is it only an issue now when I have to claim but when I was paying for the policy for 5 years know one said anything. I have all the documents that are required to for a claim. I have jumped every hoop you guys have gave only for you to tell me that I am not related to the deceased. Then why do I have access to all the documents