Hollard is misleading us

I lost my new born last year 22 December 2019 whom was in NICU and I phoned Hollard funeral hence I had a cover with them but the guy I spoke to said unfortunately Hollard can't help hence he was not registered when I ask how come because I was also sick and was in hospital october-till November I couldn't register the child ,when I took this policy I was told newborns and stillbirth are covered ,know m asked why I did not register the child I mean how ? And when ?