Pathetic beyond

I had a policy with number *** which lapsed in Aug 2023. My insurer never emailed me the lapse or cancelation letter. Now my brother in law passed on 7 sept 2023 and eversince that day they still not able to send me the document so that i can finalize his funeral claim through capitec bank, whom needs the lapse letter to waiver the waiting period. How is this fair to a family still in raw mourning, with the deceased being buried yet they now sit with all the buriel expenses. They dont even get back to a person..if you call them, they escalate. Its almost the 1 month anniversary of the deceased death and this is what we as a family has to deal with