Unhappy client will I go to the branch myv policy is active even getting caals. Now I need make a funeral claim its has lasped

Hi there I covered my uncle on a funeral cover since last year January for R116 monthly this year I did 2 reversals but they did deduct every month Ii always went to the branch thy told me the policy is active n even get calls now the policy deducts R119 last deduction was last month now I lost my uncle thy said it has lapsed. How cum cz thy still deducting money monthly I went to the bck the wanted my bank statement thy said thy sending prove of payments n thy did send my case I mst wait for their respond. We need bury my uncle there's no money while thy still deduct I dnt understand this, please help me