Lapsed policy? How? Proof of payments are available!

My grandmother has been paying her Hollard policy for years and now they say the policy lapsed and she's been paying all along. Proof of payments are available but she just wants her refund. We have had a bad experience with this company and now it's the 2nd time, we gave them a second chance but they disappointed us. Proof of payments were sent when they wanted them. Getting communication now in 2025 telling us that the policy has lapsed in 2022 October and they say the sent out an sms regarding the lapse. We never received any communication that is why we've been paying all along. Also the rude consultant, Rachel. Two options are made to either help me out by issuing a policy number or ID number. She insisted that I use ID number but i chose policy number. I can choose anything I want to be helped with. Fix your attitude Rachel, other people don't have jobs and you there playing with your opportunity.