Bokamoso funeral claims process poor

I listened to Paul advertising Bokamoso and I joined them I've been paying very well. I claimed once and everything went well, seeing that it's working I then recruited family members to also join the bokamoso burial scheme and they've been paying well since Paul said on the advert on jozi FM we can cover one person as long as we don't exceed r100k. Now we are 3 members of the family who claimed for 1 deceased on the 26th of November 2024 and only one person is paid... The two of us are told that we were supposed to claim directly with the broker which we were not given the email address upon asking for claim documents. However all of us used the same email address to claim but only one was paid and the underwriter says the broker used one policy number to claim for all of us so now they can't pay... The underwriter says the only way to fix this is for the broker (bokamoso) to assist us fix the policy numbers... When I call Mbali from claims department bokamoso, she doesn't want to assist me in such a way that she is no longer answering my calls. They say she's on lunch or she's busy with walk in customers. I don't know who to ask for help because they don't even want to give me their escalation process as they protect each other. I'm very unhappy because now family thinks that we are lying to them about the claims money.