Beyond the grave :Claim repudiated. Deceased's email address used

My son James died of cancer on 22 June 2020. He had a contract to provide Gap Cover with this company. As he had died the original claim was sent to them by Heather Smit on 25/08/2022 for services rendered in April 2022. Communication was sent regarding outstanding documents to my deceased sons email address even though the company was fully aware that he was on his deathbed. The company failed to send the follow-up communication to Heather Smit who had lodged the claim in the first place – request was sent out on 06/09/2022 they say they had received no communication nor the outstanding documents were sent to Stratum by 31/12/2022 when the claimable period expired. They furthermore advise that they received a follow up request on the outstanding claim in October 2023 to which we advised that the claims are now stale as its older than 12 months and the outstanding documents have not yet been received.

I have pointed out the above facts to the company and they are still refusing to pay the claim. They were completely aware of the condition and diagnosis and are now relying on the fact that they communicated with an email address that was no longer in use. They were provided with an alternative email but failed to advise Heather Smit that they had further requirements and have simply repudiated the claim.