Capitec App an Inconvenience

My Capitec funeral policy was behind, when I tried to make payment on the app it was offline and wouldn't allow me to make any payments. I couldn't do anything on the app.

I've been in crutches unable to move because I dislocated my knee cap therefore I couldn't even go to the branch.

Tried again today but the policy has lapsed. Tried calling the call centre for assistance but apparently there's nothing I can do but to start over. I honestly feel like there should be another way for this, because it can't be my fault that the app was faulty when I had to transfer the funds.

May someone please assist me in this.