Unable to claim for Cover

My mother was covered with 1life. A month before she was admitted into the hospital the debit order didn't go through. Anyway she was ill by that time, he r health deteriorated towards the end of the second month she was admitted into the hospital, the debit order didnt go through again. Well she was unable to use her phone as she was very ill and we didn’t know the debit orders didn’t go through. When a found out 3 months later which was unfortunately 2 days before she passed on, i called the Insurance Company and explained how she was ill and couldn’t come to the phone for them to reinstate the policy, the insisted i should give her the phone, i asked them to speak to my Mother’s Dr to explain everything, they still told me they want to directly speak to my mom, which was impossible. They told me she must call when she gets better. She has been paying for the policy for 9 years