Sanlam sky is pathetic

I took the funeral cover in 2010 and later throughout the years added family members. The family member had separate policies and policy numbers but later they were consolidated into one policy without my knowledge. I have never claimed on this policy since 2010 and the only time I had a claim of R14 000 I was told that the policy for the member I'm claiming for has cancelled. I have never received a cancelation letter or any communication advising of the policy cancelation. After so many years of paying, Samlam couldn't assist with a mere R14 000