Hollard / Jet Family Funeral Plan ***** from you after main member dies

My late father has a Jet /Hollard Funeral Policy which covered himself and his wife/my mom, whom is still alive. He passed away in 2020 and cover was received. I contacted the numbers and email details on the policy to confirm my mothers cover as her health has taken a turn for the worst and i need to get her affairs in order. Ive emailed Hollard for the past 3 weeks (***, ***, ***, ***). Even a call centre consultant gave me these contacts but NO ONE bothers to get back to me...just an automated message that they will get back to me. Upon calling them they said the policy lapsed. The next day another consultant at Hollard says..yes my dad was covered but not my mom, when clearly on the policies BOTH their names, ID nrs, etc shows "persons insured". So is Hollard trying to ***** from my dying mother?? My late father ensures that my mom will be taken care of by Hollard but bless his soul..if only he knew that they would ***** the money he set aside for her!