Not so reliable Union Life and 3sixty Life

I took a funeral cover for my maternal grandmother years ago. She passed on 23 April 2021 and I submitted a claim for the funeral cover after she was buried. I used the money I had as we wanted to have a funeral sooner. Grandmother passed away in KwaZulu Natal and I submitted all the required documents to Union Life now known as 3sixty life. Needless to say they did not acknowledge my claim or respond to me each time I sent a follow up. I ended up writing to *** and claims but no response. My account has been debited in May, June and July even though the person covered has passed away.