Declined Funeral Policy Claim

Its exactly 2 weeks since I had claimed for my late uncle's policy. The policy was declined, escaleted to complaints department which was also declined. I then escalated the matter to Ambudsman, then a lady from complaints called me tuesday saying I had requested a call back. She promised to send me an email as to which months I was behind with until todate I have not recieved the email. If the contract was terminated why did they accept my payment? When i called before the payment I was never told that the policy was terminated, after I paid still i was told that the policy was active now that i am claiming I am told that they policy was terminated.