Lack of communication

I am very disappointed about the service I've received with Sanlam. i joined the cover about years ago and due to unforeseen circumstances the cover was reinstated on the 12th of July 2017 and my Aunt passed on the 17th of December which makes it six month later. nobody phoned me until i received an sms stating claim can not be considered cos it was within six month of reinstatement which is bull. i am very frustrated becasue i had to borrow money for funeral hence i was depending on this cover.