Unprofessional email on refund

My dad has been a loyal contributor to Santam for his car insurance for over 25years, he has paid more premiums that is over the value of the purchade price of the car and he did not claim not once. He has sadly passed away and we informed Santam that my dad has passed away and the consultant was very helpful and said as soon as we obtain the executive letter we must send through and he will put premiums on a halt for 3 months. My mum the survivng spouse depended on my dad and his sassa grant for survival which was stopped on his passing. Family and friends has given mum R1000 to cope for the months to come and she bought a few groceries and it bounced, she went to the atm and checked her statement. Santam has debited the account twice. I wrote to santam and asked if they could please refund as that is the only money my mum have for food. I also explain that the account should be on hold as the previous account advised. The emails and back and forth, they even called and asked for the bank statements so that they could do the refund. I provided the statements. They out of the blue I received an email which was very unprofessional saying my dad enjoyed cover for the months of August and September, please kindly advise how does a dead man enjoy cover even after we notified the insurance. My dad was a man of pride and dignity and been a loyal customer this is the thank he got. My mum is still battling to survive for food in this unpredicted times. Please could you refund her 2 months premiums which should never be debited in the first place as she notified the insurance of the passing of my dad. Santam did not even send her a condolence message or anything and again I go back to say an unemployed man which paid every premium even when he didnt use the car for 25 years and without a single claim, his is how Santam thanked him?