Devastated and frustrated

My mom passed away in November and we tried to make a claim in December at umtata branch and after that I have been calling assupol and sending numerous emails after the email they sent in December requesting for documents explaining to them that we cannot get those documents for now. And we were told that we can't get funeral payout without the rest of the required forms and we were okay with that... have called them to tell them my mom won't be able to pay but I know she has a premium waiver on her policy... I just opened her phone to my greatest show the policy that we are trying to make a claim on has lapsed ... how is she supposed to pay if she is no more... and it's 3 months unpaid because she passed away 3 months ago... I have no words because my sisters and I feel ****** by assupol