No pay out for funeral benefits rediculous

My fiance's mother have a funeral policy with AA Life wich Liberty Life took over dshe had the policy since 1991 on her and her husband. She passed on 12 May which when i found the doc I emailed it to them 18 May. The document stating it expires 1 Dec 2020 which we didnt know about. It also states its fully paid. My fiance's mom has been in at out of hospital since November last year. A week ago Liberty Life emailed me saying that policy is inactive and that their is no pay out. I responded saying that it aint fair that a client pay for all these years then they apparently think she passed on long ago and just closed her policy. So technically what happened with the funds that should be there. Up till no no response. Can you con people like this.