Cancellation of 81 Year Old Mom's Policy and No One Willing to Assist.

I am so disappointed with Old Mutual right now. My Dad passed away in November and with that comes an influx of documents, requirements and things that need to be done; baring in mind that a person is grieving and dealing with a lot! I missed an email that Old Mutual sent and only when going through things picked it up. I emailed OM on 23 March asking what the email was about. On 31 March I receive a response to say that the one policy for my Mom (81 years old) HAS lapsed on 1 April 2022. So I dash off to the OM branch. The advisor and manager were very friendly but on phoning Head Office get told that there is nothing that I can do to revive this policy?? OM only sent ONE email, why was there no follow up??? Why did it take more than a week to send me a response to my email??? How can OM state in an email on 31 March that the policy HAS lapsed on a future date??? I can't believe that during a difficult time like this when dealing with the death of an 84 year old man and his 81 year old wife that there is absolutely no compassion from the person on the other side of the phone / email and absolutley no circumstances taken into account. As a side note I receive so many news letters (company Provident Fund etc) from OM that it is not a stretch that the ONE email sent could be missed. Heart broken for my MOM. I did not even know about this policy so how could I have assisted my Mom from the get go.