Missed premiums on my 22 year old policy lead to no payout, after policy lapsed a month before my mom passed away:(

Good morning, this review is overdue, but due to dealing with my mom's loss in June 2021, I felt to heart broken to put my emotions in words. I took out an Absa Life policy in 1998. Paying diligently since then until last year November 2020 when I lost my job due to Covid and could not make payments. I tried to make a payment in January 2021 again, however I could not keep up as I was unemployed. Long story short, my mom passed away in June 2021 and I prayerfully submitted all the necessary documents to which I was informed of the waiting period. However, In July 2021, I was informed by Matshidiso that my policy has lapsed in May and that Absa would not be able to make payout. I was told that I may log a complain, ref nr *** and that it would be reviewed within 2-3 days. Well, to add to my financial and emotional stress, I was informed that the case was reviewed, but the outcome remains the same, the policy has lapsed and no payout would be done. and that I could also approach the Ombudsman should I wish to take it further. Here is my point Im trying to make: Yes, I missed premiums, but on YOUR website it says: Missed premiums will be deducted at claim stage.

Tell me, how is this fair to a customer who has paid R100-R120 per month for 22 years (approximately R31000) and has never claimed once, without any cashback.

IN OUR TIME OF GRIEVE, ABSA LET US DOWN.

Disappointed customer.