BAD BAD BAD COMPANY EVER

I buried my brother last weekend, who had a policy with hollard and we did the claim last Wednesday 8/1/2020 with the follow up on Monday 13/1/2020 in Lakeside and another follow up on Tuesday 14/1/2020 in Braamfontein but the company is refusing to pay out the policy. My brother's policy was upto date but yet was told that the policy lapsed and terminated on the 01 November 2020, hollard did their last debit 31 October 2020 and to my surprise my brother was with them since 2014. Proof of payment was sent to them but until today nobody contacted us back as per our last discussion.