B3 *****sters

My mom was informed the policy lasped last week without any notification from them and she was not told when it lasped. Yet every month we have been on paying that policy. She was not even allowed to look into the account to see which months they saying she did not pay.When making a payment at the pick n pay store using the reference number all payments should reflect on their account. How does a policy lasp when paid monthly. Hope some from B3 Service will reach out we want answers