Sanlam bad practices in robbing people their insurance claims

The insurance company name Sanlam have ****** me a decent funeral for my father, I submitted a claim on on the 4th of May . I then wen to the Branch on Friday to check the status of my claim , the feeding i got was they are still investigating a supervisor will call me late and that never happen. i then phoned the lady that wrote my insurance she confirmed that my policy was still active until the 14 may 2021. Yes I agree that i was two months without payment which i have paid on the 4 may 2021. My arguments is why taking more that 8 days to respond to me worst part was i had to go to the branch to get told my policy lapsed in March while I'm having a proof that my lapse date of the policy is 14 May 2021. The amount 1200 that i paid 4 May 2021 they can't pay back to me and they told me it went to my premiums and which I don't get it if the policy has lapsed in march . I'm very unhappy with the service and want Sanlam to do full investigation in this matter as i will escalate to ombudsman.