Policy claim

my sister took a funeral policy with standard bank on the 11 September 2019 and they started deducting on the 25 September 2019 now when she is doing a claim she is told that she joined on November the original contract was cancelled and they loaded a new contract which she was never told about, they want to give her all of her premiums not the claim money,

why they did not inform her before, that the policy was cancelled and also give her the reason why it was cancelled as well, why she is only told this now and how is she suppose to bury her niece when she is the only one that is working from the family.

the trauma that Standard bank is putting her through is just unbearable.