non payment of funeral policy

non payment of funeral policy FNL *** ref ***3

I have escalated this to internal complaint at the bank but who knows how long this will take and I have a funeral that needs to be paid.

Please find attached documentation for my Late father. I have attached my marriage certificate as well as proof that my ****en surname was the same as his. My dad is divorced as per the death certificate and the divorce order. I have also attached the invoice from the undertakers. I understand that his ex-wife is still the nominated beneficiary on this policy. However, I am responsible for all costs of the funeral (as per the invoice) and this is the only policy available. I would appreciate it if you could at least settle the undertaker's bill by paying the money directly to them. The invoice is attached. This is not a life policy therefore the purpose of this benefit was to pay for the funeral cost of my late father. He was the one paying the premium every month. I have not asked for the money to be paid to me directly but to settle the account at the undertakers. I have spoken to the call centre agent and team leader but they have told me only my ex step mother can claim this money. This makes no logical sense as her and my dad were divorced at the date of death. There are circumstances where claim assessors can review cases at merit and this is one of those cases.

I sincerely hope that you will consider my request as I need to lay my dad to rest please.

Please urgently advise if you require any other/additional information from me.

Your urgent and favorable response will be appreciated as I need to finalise funeral arrangements.