HOLLARD IS A ****

I have 2 policies with hollard. 1 is for de extended and another for the immediate family. For the immediate is myself, my daughter and my sister. Then for the extended is my uncles and aunts. Unfortunately my sister passed on and after 9 months, when I claim they said she does not have a cover amount and they needed time to sort that out. When I returned for feedback they said my sister did not finish the trial. They say their trial for the extended family is 12 months and immediate is six months, but according to my policy my sister falls under immediate family. Hollard is refusing to payout my claim.