The unlimited

So my mother in law got a call from unlimited a few months ago a agent called to tell her that he sees she is not with them anymore and that he sees there 3 people on her policy which one was her son she told him his sadly passed on and he told her that there's a claim today my mother in law passed on and we called to find out about this claim which one of their agents told us that we can claim we just need to send the documents my mother in law recently passed away aswell and today they told us we can't make a claim for my brother because her policy was terminated mind you she was paying the policy the time he passed away since the last year April and the agent which called said we can claim so I don't understand please make me understand!!