Complain for Hollard insurance

Hi,I'm sharing this unfair treatment by Hollard funeral insurance on behalf of my sister. she took funeral policy with them and for 4 years she was paying the premium without any problem.our brother was one of the beneficiary,untill he passed on o the 29th march 2020.due to Covid-19 ,she didn't claim the money. when she went to their Office were she opened the policy on the 7th May 2020 to report the death,they assisted her to submit the claim.all went well ,and claim were submitted to the claim department.untill the guy from the claim dept gave her a call to advise her that her policy lapsed. and she only new about December 2019 that she didn't pay.but she went to their offices in January 2020 to settle the arrears but they couldn't assist her because their speedpoint machine was not working.5th Feb she went again to their office and pay premium for December and January that was the double amount of R582 which she paid cash,25th Feb they again debited the amount of R582 which was the double payment again.25th march they debit another R582.when she quirie nobody knew they just told her maybe it was an upfront payment which was not making sense.because she was taking care of our brother whom by then was very sick,she couldn't do further follow ups untill our brother passed on.so now for all that money they were taking from her account to day they said her policy lapsed They refuse to pay her.I sent them emails 8 times,they didn't respond. When I call them they said if I didn't receive auto reply it means they didn't get the emails,that's when I resent 8 times.to date they didn't reply.i sent them the massage via Twitter,they rep**** asking for her policy details,for sales dept to investigate,which I gave them,but still they kept on telling me same story. they dont call her nothing.untill threatend them that I'm taking this matter to Hello Peter for further assistance, that's when they reply telling me that the problem will be sorted within 2 to 5 working days.its been 2 weeks now with the same story.i sent this message to you to assist my sister to get her money.herewith her details: Mot****ne Dorcus Mantji, ID ***,policy number ***5,contact,***, Deceased Tlaeka Simon Mantji. For further details you can contact her.your assistance will be highly appreciated. Kind regards Martha Mantji