please help

My mother took out a funeral policy for herself and us being her children. what hurt the most and confused us was the fact that when my mother passed on her funeral plan claim was declined by standard bank due to waiting period. this was very confusing because she had a 6 months waiting period for natural death which she completed since 6 consecutive premiums went of her account, being a financial advisor for Old Mutual i though 6 months waiting period meant 6 consecutive premiums had to be paid. My mom passed on in 2023 till today my mothers pay out has not being paid instead been told stories and all 6 premiums paid back into her account. please help where do I need to go ?