Disappointed client

I took funeral cover for my family, my late mother, late father inlaw and my mother inlaw. I had no problem because both my mother and my father inlaw covers were paid. Now the started when I noticed that my mother inlaw was no longer covered. I went to OldMutual office to enquire about it. I was told that the have cover have lapsed. My question was how? Because they deduct directly from persal. And I was never informed that they couldn't get money for her cover. Is it because she old now. I took the cover in 2010. I was told they will come back to me with answers. It's a month now no answers.