Old Mutual policy

Hours on the phone trying to sort out the policy of a friend who passed away visiting family in Canada recently - it takes up to 14 weeks to get a death certificate in Canada and Old Mutal sent us an email saying her policy has not been paid for the last month and will become null and void next week. We sent an email - requested by someone at Old Mutual - explaining in detail what the problem is and can we, as we have power of attorney, pay the premiums until we get the Canadian death certificate which will enable a South African death certificate to be issued. After finally getting through to a very nice chap who actually listened to my husband went in search of said email - he could not find it anywhere...He also said the policy will not lapse and now, hopefully, has received the email sent to his personal address...we wait with bated breath...