Pay the Jet club funeral cover

I am really frustrated,I went to Jet Newcastle to submit my late mother s documents.On the 29 September on the 3 October a lady from Hollard called and told me my mother cancelled.I went to Ladysmith Jet they check on the system they told me the policy was active It didn't make sense to me because my father past away on the 4 th of May 2018 my mother recieved the funds since my my mother was the main member.My mother past away 4 months after I am told she cancelled the policy in 2008.I went to Jet Newcastle again on the 22 October we checked on the system the account is active.We called Hollard in the store the lady realise its active.Can Hollard and Jet pay the funds my patience is running thin.Got about 4 references