Policy not re-instated on time

My policy had lapsed due to unforeseen circumstances and have requested that it be re-instated within the stated time frame.

Documents were sent 13th May 2025, I had sent follow up emails but still no communication was received. Then now because I am sending all correspondence to everyone withing assupol, then I am told that the system didn't generate the ticket on their end. Who's fault is that as now I need to claim for funeral. Shame even automated reply should have said something. The service I have received is so bad.