Misleading funeral policy from Emeraldlife

I joined Emeraldlife for my cousin in 2018 October. My cousin passed away in May 2024. I went to their offices to report the death and to arrange the transportation of the body. They transported the body very well. I put the claim every documents was submitted and the answer came back saying my claim was under investigation. I phoned the office to enquire the problem why claim was under investigation and I was told that there was an dispute in the policy. They asked me to wait 14 days to finish their investigation. Most of my families members was called by Emerald investigators and they also called me. They interrogated me as like I killed the person. On 2024 /05/22 I received a letter from them and they decline my claim on following basis: 1. The multi claims received for the deceased 2. The policy word Emeraldlife has powers to decline for police holder not to join the policy for the person if many people joined for him. Emeraldlife has duty to advise the client when taking policy. The phoning of many family members came to me as a humiliation and my dignity. I advising the people to be aware of what is happening at Emeraldlife because nobody is phoning me or communicating with me. They don't care about my metal status of me. I borrowed things for the funeral with the hope that when they pay my money I will pay the debt. Now I have to use my salary to pay those debt.