Unfair claim dismisal

My mum had a funeral policy with them and she passed on the 14th of March. I submitted claim on the 28 of March 2024 with all required documents . I am the beneficiary I got a response letter that my claim was not approved due to non payment of premiums and luckily her phone is with me I scrolled her messages and saw that she had a recent debit from them on the 7th of March 2024. My quiry that they are not responding to is why continue debiting premiums if her account is in arrears and will not process any claim why not lapse the policy.