Sanlam ICover funeral plan misleading clients

My 78 yr old mother took this policy in 2012. Seemingly it is valid for 10 years at a premium of R45pm. When I went to pay at Checkers in February, they told me that the policy had lapsed and they gave me a number to call. I asked my mother to follow up. She told me that she was told that the policy no longer exists. Upon contacting the icover call centre on her behalf. I was told that January was the last month of cover and the policy has lapsed, since it was valid for 10 years. I asked if they had made efforts to contact my mother and advise her of this before. I was told that an sms was sent in December 2021. I'm not sure whose brilliant idea was it to send sms' to 78year olds in this day and age instead of calling and explaining. R45 over 10 years equals R5400. This is the amount she paid religiously with her SASSA grant. Now she's no longer covered and is too old for a new policy in her name. They have decided that they will not refund her. I just want to know how sanlam can take my mother's grant money and then leave her with no cover. They are not even saying that they will pay should there be a claim even though the policy period has lapsed. Icover policy number ***. Telling me or her that the policy has lapsed means nothing. All we hear is 'thanks for your donation of R5400'