Standard Bank Insurance refused to pay my funeral Claim

Standard Bank Insurance refused to pay my funeral Claim. And they said the reason for refusing to pay is because of my relationship with the deceased. But they asked my relationship with deceased before ensuring him, and I had made them aware that this is my brother in law. I claimed on the 20/11/2025. Until now the funds have been released. I have submitted the case also the Ombudsman, but I still don't have an answer for almost 2 months now.