Unpaid claim

My husband took out the a funeral policy with hollard through pep stores 19 years ago. Policy number is not *** FSPN. At the time of taking out the policy no stipulations were given as to who could be covered. He then covered his ex wife and three children. One son subsequently died and the policy was honoured. His ex wife passed away January 2025 and when he submitted a claim he was denied citing that the policy was invalid for payment as he was divorced when he took out the policy. I have requested his policy document from 19 years ago as proof that that was the criteria at the time to date no response from the claims department. All hollard is doing is sending the automated email that stated in 48 hours a Rep will be in touch it is now February 25th still nothing. Their customer service is appalling.