Pethetic service

My mother passed away and when I submitted a claim I was told that policy lapsed July 2018. They were good enough to sign her up in her own home but could not even send a letter, but they just said they sent an sms to a number that is not even active.......HOW DO THEY SEND SUM1 THAT IS OVER 80 TO A NUMBER THAT IS NOT EVEN IN USE.....[POOR SERVICE AND NOW I GET AN SMS TO SAY THAT MY CLAIM IS INVALID........