Policy Claim

Good day.Could you please assist me?I need to report Hollard. We have been paying for a policy for 15 years now. My mom passed away on the 12th of January 2024 . We put her to rest on the 19 th January 2024 and had to pay for the funeral ourselves. Our hearts are broken yet we have to struggle with this.We contacted Hollard for a claim and they told us our policy lapsed Dec 2021. And yet we did not know of that and we still paid all the years.Attached is all the proof of payments, reference numbers, etc. We changed banks and when we contacted Hollard they gave us banking details to do the EFT PAYMENTS.We used the very same reference number on all the payments. We had to go to the bank to get all the payments we did. We have to struggle with all the heartache and sadness of my mothers passing and yet we have to deal with Hollard also.Hollard only contacted me the time when we took out the policy, and they phoned me only once now to ask for my ID and payment documents. So in the 15 years that we paid the police they never contacted us.No phone call and no email to confirm with us. We paid this policy until January 2024.What should we do about this matter? Can we claim back all our payments or should they pay our claim.