Unfair treatment

I'm having a funeral policy with Avbob, policy No: AL***x2 On the 14 of September 2021 my mother in law that was residing in Lesotho passed on, I went to Avbob Phuthadichaba branch to do an enquiry on the documents that were needed in order to claim, since she stays in Lesotho and also checked the status of my policy of which also coverd my mother in law, the consultant told me there were some outstanding monthly premium, and she indicated that it's not a problem since Avbob will deduct the outstanding premiums on my first claim. I also indicated that i received SMS from Avbob on the 18 August 2021 that stated the same that they will deduct unpaid premiums on my first claim

On the 20 September I showed up with all the necessary documents that were needed in order for me to claim, consultant at Phuthadichaba branch assisted me to fill up the forms and she told me that it will take days to pay because it is the claim for a person that reside in another country it was not 48 hrs as they promised. On the 24th September I received an SMS that stated that "Avbob claim No: *** is being assessed our sympathy with your loss " Till now i haven't gotten any payment or a massage that indicated that my claim has been declined when I make enquiry at Phuthadichaba branch the consultant checked the status of my policy it shows that the policy has been assessed but no payment than she consulted the head office. Thats when they told me that the claim was declined. My question is if the policy was lapsed the consultant at Phuthadichaba branch would not have helped me out with my claim and also know exactly how much money that was going to be deducted.

I strongly believe that if my policy was indeed in the process of lapsing i should have gotten an alert, and i would not get debit notifications that indicate that i have been paying my policy. I kindly request that if Avbob cannot return my claim then pay back all the monthly transactions premiums that has been debited on my account