Claim being declined

I am not happy with the service i got on old mutual.

I regards to a claim that we did for my grandfather on my mothers policy no 69242N***.

No communication was send to her that the insurance lapsed, she visited number of branches and she was told that her policy is still active and she must continue paying the policy . Now we claiming and the policy lapsed.

My question is . isn't old mutual using the same system ? Why the didnt they pick up at the branch that the policy lapsed? What communication did u send to your client to notify her with the policy before it lapsed? If the money its in the substance account , it means no one is balancing that account and the whole old mutual was not aware of this policy. Now we want to bury ,you telling us stories you want proof of payments for 2019 .where am i going to get it from? My number is ***

My number is