non payment of funeral policy

My mother had a brother that was years without a job she decided about 10 years ago to take out a funeral policy for him and she regrettably chose Hollard. During October she had none payment due to the fact that she changed banks and Hollard did not change their books to deduct from Capitec instead of Absa. My mom called them and they corrected the problem but then decided that my mom's brother cannot die within the next 6 months due to the reinstatement of the policy. They were fully aware that he has cancer and are very ill. When he passed away during November 2015 we called Hollard and they were adamant that they will not pay as there were a 6 month waiting period. We were forced to bury him through government funerals. We called again and again and the next consultant advised my son that we can claim. When we wanted to claim they said they need an IBR form this state that he was burred by the government and that was their new excuse for not paying the policy. We then went to the bank and cancelled the debit order where after they now call to tell us that the policy is going to lapse. We asked to speak to the supervisor and he refused to speak to us. Don't use them