FAILER TO PAYOUT

My name is Anna Kwinda, I took out a policy with sfs style funeral in Diepkloof Soweto policy number sty-14596. When I took out the cover I was told I could cover all my extended members who reside in Lesotho and the policy will payout. Now my mother has passed on and they refuse to pay, I've submitted all required documents that they requested and now I'm told they don't cover people from outside the country. When the the MD jeff was contacted by my family member to assist , he was rude and dismissive and told us the policy holder must come talk to him even after being told the policy holder was in Lesotho for the burial of her mother and awaiting the payout since she submitted all required documents before she left. He didn't even care about that. Could you kindly assist in this matter