Old Mutual refusing to pay claim after policy re-instated

My cousin went to Old Mutual to re-instate his mother's policy..He was told he has up until the 15th of July to re-instate the policy. He paid on the 12th and when he went to the branch to submit proof of payment it was already closed...he then went again on the 14th and was told to wait 7 days to receive confirmation. Later that day his mom unfortunately passed on. He then went to old mutual after 7 days to submit his claim and they said they can't honour his claim as the policy has lapsed. He was misled by your staff that the policy can be re-instated but now you are not coming to the party. Please urgently attend to this