PARENT NOT COVERED

IN 2005 i took out an funeral policy with Avbob , fast forward a year ago my premiums decreased and i gave them a call to query what the issue was, i was then told that my parents policy has now matured and i do not have to pay the premium anymore but not to worry they are still covered. unfortunately my dad passed on the 03/08/2021 and i must say Avbob handled everything with class.After the funeral i called them to find out if all is still in order , to my surprise i get told the parents policy has lapsed and my mother is not covered anymore, i am the main policy holder and i have never cancelled my mother on the policy and never nominated my father as a beneficiary, i the asked them for the paper work where i have authorized this and was told there isn't any, now i am sitting with a case of my mother not being covered. i urgently need this to be sorted out please .Keep in minds my mon is 70yrs old .