Standard bank funeral plan fail to pay out

I am really disappointed with your service, I took out a policy with standard bank in 2022 before the changes with your policies where made, for my Mamomncane but now when its time to pay after receiving all the documentation for the claim. They keep on calling to confirm I don't know what, they even disclosure the amount to the family causing conflicts in the family. It's Friday and your consultant are trying everything in their power not to pay. Why are the new changes applying to the policy that were taken before the changes takes place. They took the premium monthly without fail but now they are creating stories not to pay. I am so disappointed with your service and I will cancel d other policies I have with standard bank and I am never taking a policy with you guys this is abuse . Since when do u call a family member who is not even on the policy, I paid my premiums so what else do u want