Bad service

I've had a policy with Avbob since 2019 which I covered my grandmother who was born in 1946, i've been making payments every month when my grandma passed away last i was advised that the policy has lapsed which before I made payment which I send someone to make payment on Wednesday last week,I was away with work when i was informed my grandma has passed away the person I send to make payment was referred to go and make payment at a branch which they did go to Jhb CBD next Carlton center at inner city, which the manager by the name of Thato Mo****otela was very rude to them and told them he was the only person working and could not help them as they have many people waiting for assistance and they were going to close soon, he advised them to go and pay at pep shop they went and paid R1800 now we went and did a claim on Wednesday that never told anything that they can't process our claim as the policy has already lapsed, now that we want a refund because we need this money for the funeral Thato is telling us he can't help because we made a payment at pep please assistance and tell us as a family what do we do because we need every little cent we can get at this time as AVBOB is just saying f*** these nothing they can help us with my grandma was a pensioner we did everything possible to get assistance from AVBOB