Complaint against Sanlam

Good day. My mom joined a Sanlam funeral policy about more than 15 years ago. Apparently Sanlam told my mom that they are not going to cover her as all the people who pays through retail stores their policies have expired. When my mom asked what should happen now, because I’m up to date and had never claimed? They said there’s nothing they can do, her money just went straight to the drain. So we feel we have been played because they did not even compensate her with the little they can have. Someone who has knowledge of what to do in this kind of a case, please assist.