Declining claim account open in feb

I added my father in a policy that i have had since 2013 if I am not mistaken.. I added my father, got the forms on 2021/02/02 Avbob started debating my account on the of 25th March 2021 , on the 26th August 2021 my dad passed away , I put through a claim first on Saturday morning , called Monday morning they advised that they did not receive my email , I went to the Internet cafe again yesterday to put through a claim and today I get an sms that the claim was declined due to the 6 months waiting period ,how though when I took the policy in Feb and yes I was told of a 6 months waiting period which I believe it has passed a long time also when we counting from the 1st debt which was on the 25th of March and the 25th of August was the 6th month debt order ..when I call I was hold was told that it will be effective from the 1st how when the 6th debt went through???how am I supposed to bury my father Avbob make me how is it possible you decline after 7months