Very Unsatisfied and sad client

I had a funeral policy that I have been paying since 2016, Never claimed never skipped a premium. My mom was covered on this policy. Last year when I checked all my covers, as I normally does at the end of the years, I realized that Hollard no longer debiting. I then queried it and was told to pay to the outstanding for the policy to be reinstated. I agreed. They never did so, unfortunately my mom passed on this month. Up until now I haven't received any feedback from them with regards to my query. This is the worst ever. You don't treat your clients like that after they have been loyal you all these years.