Accept money monthly but refused the pay out

With the passing of my mother i wanted to claim for the funeral cover she had with hollard through pep. They were deducting money every month then when we wanted to claim for her funeral they informed us days before the funeral that the claim was unsuccessful. They advised that she skipped a month but after that month that was skipped they still got their money every month and never told her that she wont be able to claim if anything should happen to her. Instead of letting me pay the policy to date they couldn't have been bothered. I wouldn't advise anyone to take the hollard policy at pep