Insurance

My wife is having a policy at Abacus that she is paying every month. Unfortunately her grandmother died that she took the policy for because of Covid-19 and it was only 4 months having the policy. She phoned customers care to find out if she claims Abacus will pay and they said a Covid-19 death is covered immediately after the first payment. But now it's been 3 weeks since the grandmother died still no pay out and they are saying the policy lapsed and Covid-19 death has a waiting period of 6 months. Why would you lie to us like this and even the attitude of the lady that was talking to my wife was very very bad, she was shouting at my wife I could hear her from are far. Can we have the truth please, does a Covid-19 death have a waiting period of 6 months?