Edgars insurance cover a load of bs

hi so we have been having a real issue with Edgar's now for over a year, my wife was retrenched a while back due to covid, she had Edgar's insurance cover, to which she informed Edgar's on the day she was retrenched that she has been retrenched, they told her to forward all the relevant documentation, which she had done, she even paid her account on the month she was retrenched when she should of not as she was already retrenched 2 weeks earlier and already informed Edgar's of this, we than had the run around telling us to speak to hollard and all that bs, as there are the insured department for Edgars, she never missed a single payment when it came to her paying her account over the 10 years that she had the account with this *********** people, the claim was sorted out and than they still paid short for what reason we have no idea at all, than she too it up with edcorn ombudsman department, and today she gets a message from Edgar's she is being handed over as no payment was received, does departments not update each other or their systems, cause why are they contacting her for payment when the case is with ombudsman for over a month and we still got no feedback or outcome, I really hope that at least the ombudsman department for edcorn is not as clueless as their accounts and insurance department, can someone who is in the right managerial position look into this, someone who is competent and qualified to do so.