No service due to window period

I called the head office in Pretoria and spoke to Isabella to log a claim for my Aunty who has unfortunately passed away on Saturday the 27th. I had the policy back in 2014 while I was working for a leading retailer in the country. I was paying by debit order until I lost my job. I got another job in 2015 August and was given a call by one of the consultants to ReActivate my policy and I said yes. I do not recall her telling me , about waiting period. Isabella gave me the numbers to the Midrand branch and I spoke to Reneilwe and I was told that I need to get a bank statement and Affidavit to build a case and a exception can be made. Today I got there and was told no cannot claim money to bury my Aunty. All I would like to claim money to bury my Aunt. I do not want discount as I do not have the money. I do not want to leave Avbob but stay and cover my entire family. Surely a discretion for 3 days can be made. Now I am being told it is not possible. I am a loyal customer who needs help. Not a run around. My account is debited every month,even today. But I do not get the service that I am paying for. Totally unfair and ridiculous.