Bad Service for our pensioners what a disgrace

My dad took a. Policy with them in March 2021 and they were debiting R142. 00 from his grant. My dad make it point that his son which is my brother will be his beneficiary. He gave them my brothers name, surname, contact details and specify that my brother is his son. Now my dad passed on and my brother went there to submit my dad, s claim with all necessary documents needed including the one from the doctor. He was told that he needs to bring in an affidavit stating his relationship with my dad and did that. Now thy are telling him that surname is not the same and he must come with someone with the surname as my dad. My fathers parents passed away long time ago and its unfortunate that he was the only child. Now where must we get someone that has my dad,s surname because my mother and my dad were not married hence my brother is using my mother,s surname. We must look around and bribe someone who shares the very surname as my dad so that we can get his policy payout. I'm married hence my dad made my brother his beneficiary. We are doing things the right way but still they are pushing from pillar to post. Why they didn't ask my dad about my brother's surname they time my dad took out this policy them. Because they filled out these forms for my day and make him sign this policy. This money was supposed to be used to bury my father and now we struggling. They were too quick to debit his money from his grant money.