unacceptable service for claim query

My name is Lerato i have an insurance with client tel ,my policy with client has lapsed i contacted client tel after 3 months to re instate the consultant i spoke to advised me that the waiting period will be 3 months and now my mom has passed away i'm told that the waiting period is 12 months and my is not covered im very upset i logged a query spoke to Sphiwe and Ellia Motapane and they are advising that they are unable to get the call recording at the time and they had this problem for two weeks but now in the mean time what must i do cause i need to bury my mother and i need the investigation to be done so i would make the necessary arrangements to bury my mom,this is so unacceptable for me to have to deal with all of this at the time of loss and i feel like client tel does not care,i even sent an email to the ombudsman as i was told they will send this to their arbitrator should they not get the recordings and how long will all this take whilst wait in sorrow and sadness ,my contact details are the same as in my policy should there be a need for me to be contacted ,