Nedbank Funeral Policy... (Problem)

My Sister die last week she had a policy from nedbank, normally send me to pay at Boxa store, now when I call nedbank they told me it has lapsed the policy I ask how, because she normally ask me specific to pay and I did go, and if u saying it lapsed Oct or Nov 2024 where did the other money I have paid it since Jan upto now where did it Go? Why did your system did not kick us and it took money but our policy has lapsed,? And when u call deferent stories from consalten, I gave them my email on Tuesday never came back tome but funeral tomorrow as in 23 Aug, now I've just call them it's on other story on top of the other, can pls H-Peter assist me on this matter pls... 🙏🤝🙏🙏🙏 My cell No ***