After 15 years of paying.. claim declined!

I have layed a formal complaint with the Insurance Ombudsman for a policy my mother had with fnb and Liberty. We have received no correspondence or assistance. My mother paid for a funeral policy for over 15 years and was declined cover at claim stage because the policy lapsed last year. There is no record of a phone call where she was advised the policy lapsed. All liberty is saying is that they sent a letter.... which my mother did not receive. We need intervention and assistance.

Please contact my mother on *** or myself on my number ***