Complaint about Hollard funeral policy

My cousin took out a policy at Hollard,policy number is ***6 on the 11th December 2019 and my sister was the premium payer and also the beneficiary,it started deducting on the 5th of January 2020 and the last deduction was on the 05 July 2020,our cousin passed on on the 3rd July 2020.She went to claim on the 07 July and now she’s told that she didn’t finish her waiting period,the funeral is Saturday and we struggling to make ends meet his mother is not working and we don’t have money for preparations,Hollard doesn’t want to pay us but she finished their waiting period last month.