Rejected Funeral Claim on a Technicality - Heartless Service from IUA

My mum had a funeral policy with Edgars since 2013 that she paid diligently. She closed her Edgars account in May 2021 however requested that the funeral policy stay intact. Edgars did not close the account and my mum was charged administration costs by Edgars. Edgars customer care advised her that she will then need to take the policy out directly with Hollard and switch to a direct debit from her bank account. My mum requested for the form and advised that she still wants the policy in place till she is able to switch. During this time my mum contracted Covid and was then placed in ICU and on a ventilator. Edgars and IUA proceeded to cancel the policy whilst my mum was in hospital. My mum sadly passed away on the 4 July 2021. She only had one funeral policy in place with Edgars since 2013. As a result of this IUA have refused to pay out the funeral policy claim despite the fact that the policy was cancelled in error by Edgars Customer Care department. Since the death of my mum and my request for assistance .. I have been passed on between various departments. I was eventually told that the claim with be honoured and asked me to provide all the required information. I was also promised a call at the end of the day to confirm that all the info received was correct to proceed with payment. I did not receive a call and then called back, again passed on to different departments. The agent that I spoke to said that there is no information that the claim has been approved. She said she will make a note of my call and I requested a copy of the voice recording for the call that was made earlier that day. This was on the Wednesday 28 July 2021. I followed up with IUA again on the 29/07/2021 and I was then told that they are working on it. Later on in the day I was told the claim has been rejected. I asked them to look at the fact that my mum paid diligently since 2013 and that she only wanted to cancel/close her Edgars account and the funeral policy was cancelled in error and begged for them to consider the circumstances and honour the claim. They refused to. They didn't even offer an Ex-Gratia payment given the circumstances. The day the claim was cancelled on their system, my mum was in ICU with no access to her phone. Since the 9th July when I made the request to IUA they have emotionally tormented me during what has been the most difficult time for my family. The heartlessness and unsympathetic manner in which they handled this claim makes me wonder how much they actually care. I am so disappointed that not even a senior member of staff considered or looked at this claim and made a concession. I used to be a Claims Manager and I fully understand what authority they have in these instances. How can a company be this cruel!! How can they profit of an error made by their company!! How can they walk away knowing that the insured who paid every month is being treated without dignity.. I have requested the recording 7 times since Wednesday and still no response... I am so so disappointed and disgusted with lack of empathy, sympathy, humanness and simple downright consideration that IUA have. Please send me that recording!!