Terrible experience with Sanlam and bad service

In 2014 March my husband passed on, he had a policy covering my sister and I called Sanlam where the policy was held aiming to take it over or take out mine.I was told it would remain in force till she dies no premiums had to be paid.She passed on on 23 January, I called Sanlam same day.The person I had spoken to told me the policy was still active with a cover of 20,700+ and I should take my documents including letter of executorship to the nearest branch.I took them to Kokstad branch only to be told following day the policy lapsed in 2014.I called Sanlam after the funeral asking for clarity they said they will investigate.Today they sent me an email saying it lapsed before my husband died giving the 3rd information,the 1st being its active, 2nd it lapsed in April 2014, 3rd it lapsed before my husband died and he died in March 2014.I was so stressed when I had to take out aloan to bury my sister whereas I wanted to cover her and Sanlam said she was covered.