My 79 year old grandmother and what you guys are doing

My grandmother's has had this policy for more than 10 years. We were informed somewhere before the 27th of May that the policy was a month in arrears, the 27th we made a payment, went to the Brits branch and produced the proof of payment. We were informed that the policy is still active and the proof of payment will be noted on the system. Now we are told there's a 2 month waiting period. Guys you guys are playing not only with people's money, but lives too. Please resolve this matter.