capitec funeral policy

my cousin was the account holder then she past away last week so I app**** for the funeral policy to cover the expenses to bury her . she was retrenched last year in may . then june and july August the debit did not go through .she was really sick and could not walk .how could she inform the bank she was retrenched finaly november she app**** for uif wen the money went in they deducted the policy money . so what I want to know is why cant they pay the money to my aunt if they was still deducting for the policy but they say it laps .this is really bad service I think of going to other bank .bad service capitec promenade.so if you paid all your life the policy and suddenly get sick you wont get the pay out .this is for my cousin francoise berling .I hope this would be an eye opener for future account holder at capitec bank