Edcon / Hollard Funeral Insurance not paying out claim

My aunt has had an account with Jet (Edcon) for over 10 years and with the account, she had a funeral policy with Hollard. She passed on in April this year and the first time we phoned in to start the claim process we were advised that she had cancelled the policy which was strange as she has had that policy for over a decade. We decided to proceed with the funeral arrangements from our own pockets then after the funeral I made contact with Edcon and they told us a different story that it was in fact a cellphone insurance that she had cancelled. Hollard was advised accordingly and they claimed that the policy had been in arrears therefore cancelled. I asked for a statement which proved she wasn't paying and asked Edcon for all statements and the statements showed that she was in fact paying and the last premium collected was Feb 2020 a consultant from Hollard also confirmed that there were on and off payments on the account and according to my knowledge, a claim cannot be paid out if there are no payments for 3 consecutive months which in this case was different. I have phoned and sent numerous emails but no one cares enough to assist accordingly.