Claim declined

I'm writing this for my sister her ID number 851*2*0*63*8*/Ref number we got at the branch CEB*** our father passed on 10 February this year we went to the branch to make a claim on the 15 February They assisted in making a claim saying that her policy was on lapse pending we asked what it meant they said that there was an amount of R3587.15 on policy 69274P*** And R5106.16on policy 69668N*** Those monies were on suspense account Then later on the 16Feb we got a sms that said the policies had lapsed on July and september then the claim was declined But on the 15 they said the policies were on lapse pending My question is if the policies lapsed on the date specified above would they have assisted us with a claim the answer is NO cz they would have seen that the policies lapsed .they did not see that cz at the time we made a claim rhe policy did not LAPSE period.

The person that was suppose to apply the money to the policies did not do her work so I did not know that my policies had lapsed cause I would have reinstated them as my father was already sick.that time I didn't know I kept on paying my policy January and February When I went to the branch they said that the amounts were app**** in the policies I want my money back the one that was on suspense account ,why apply the money into the policy when it's not gonna assist me in time when I need the money the most

Your response in this matter will be highly appreciated as I in debt cz I asked for the money form my cousins Regards N Nginda