Standard bank FLEXIBLE insurance by Liberty group POOR SERVICE

I've opened a Standard Bank insurance (flexible insurance) in 9 March 2022. The first debit was 15 March 2022. (as per terms of Flexi if a payment is unpaid they will debit the next month) Now its September 2022. My aunt passed away (hurting) and the policy is over 6 months yet claim rejected when claiming. I've complaint several times about this issue and I received calls saying they investigating the matter and I was called for once over a week yet nothing was done. I went for an update at Kenilworth Standard Bank and was advise of a reference number ID1459 . I went again last week on Friday at Kenilworth Standard bank I went to branch for feedback back they said I must wait. On the same day I got an SMS from standard bank with R729.25 regarding a refund. For a policy that's over 7 months why is this an issue. Poor service and disappointed on the service

Zikhona Mabija contact number *** Policy number: FUN***