Worst experience for my sister

Hi, my 55 year old sister who has a sever stroke on will chair lost her daughter last year in October. She has been paying a Funeral Policy with Affinity Funeral cover for a couple of years. When she wanted to claim their offices had moved and looked for them could not find them. 3 month later i searched on the internet (trying my luck) and saw they had a "call me back" option so i put in her number... they called her back and she explained what happened, unfortunately they said its too late to claim as 3 months has gone past... how was she going to know if they had moved if she was not notified... she cant even walk around as she had stroke and on wheel chair... they are still deducting the premium even though the daughter died in oct... my sisters number is +*** her name is Nompumelelo Lukwe or my number is *** Thami Yawa... i would love go here from you