Bad service... Misleading and they cannot be trusted

I lost a loved one and I have a policy with them... So now they don't want to payout. My policy no is 210045 and they are making me run around for nothing.. I called the first time to submit docs and they told me I must pay R530 then funds will be released... They didn't pay out I then called spoke to another lady who said they will callme back they need to check... Then again a guy called sifiso said I need to again pay the total amount of R494 then the money will be release but I now need to pay at their offices not in their account as I did before... Today when we went they are now telling us that the policy has lapsed so where is the money I payed before R534 where is it going to... I need a refund... I have even made a loan to contribute to the funeral thinking when I get money from policy I will pay it off... But they refuse.. I just want my money back since the policy has lapsed