Nedbank funeral plan

My late mum had a policy with Nedbank which also covered my dad.We made a claim in April which was paid out.On the 4th of June I sent email to Nedgroup life client services and got automated response.I have since made 3 follow ups to date there is still no response.All I needed to know was since my dad was also on the policy did the policy cease or we could continue paying for it but it seems its difficult for Nedbank to reply to just a simple enquiry.And please don't tell me I'm a third party because the owner of policy is deseased so who is supposed to make follow up.A simple response would have been appreciated instead of automated responces.