Claim

I have been having a greenlight policy with old mutual wherein I covered my family including my mother. I have paying through my persal, meaning the premiums are deducted from my salary. My mother passed on yesterday the 23/03/2021 and since I am now deployed at the DRC I cannot access their offices, then I called old mutual to process a claim only to be told that my policy is inactive. When I ask what does that mean they said it means that it has lapsed, when? They don't know. Why wasn't I informed? No one knows. Why is the premium still deducted from my persal? They are not sure. Now I'm left confused and have to fly back home to bury my mother. With which money, I don't know. I'm so confused and disappointed