Umlondolosi insurance

I have a problem abacus says the ddnt receive my umlondosi payment from Janaury 2020 till March 2020 then insurance has lapse. I did pay the account February the whole balance of R2500 i called them and i was told that it is not John craig fault that Abacus ddnt take their money. My mom past on i need to claim. The guy from eastgate has tried to assist but the call centre lady was so rude