Disability cover that was cancelled by owner of account

My sister was physically disabled and had death and disability on her bond, when my parents tried to claim they where told it was cancelled but when they tried to do a follow up on who cancelled it cause my sister had already been physically disabled at the time they couldn’t get answers from standard bank, i only knew about this January this year. I logged a complaint her on hellopeter and i was contacted to fill in some forms, filling in the forms wasnt as easy and took time but eventually happened. I returned the filled in forms after a while and its been months waiting for any form of feedback from standard bank, nothing till today