cruelty and breach of contract

my now late father took out a policy with metropolitan ,the policy was deducted in his payslip as with most government employees ,now the problem when my father died in november 2015 ,we were told when we went to submit a claim that he was supposed to have come and inform them when he turned 60 years old and it is this reason that they will not pay out ,now here is what i do not understand and will still not understand ,what does that have to do with anything ?why did they continue to deduct his money ?why did they not even submit the claim ,instead they dismissed my mother (a grieving woman )as if she was nothing ?where was the empathy and sympathy in their actions? why is their so called condition not in the policy documents that my father received? furthermore when my father turned 60 years old he was in a comma he later died months later ,were we then supposed to drag his lifeless body to metropolitan offices ,months later we still have no response to these questions and no money paid out on a policy which was fully active and their never missed a premium on ,i hope for a response today or else we proceed as the family to take metropolitan to the ombudsman