Union life Complaints - no reply on claim

my mother died on 2019-08-01
i submitted the claim for death cover to Union life for payout
i was informed the policy lapsed because of non payment.
i checked my mother's bank account and saw the policy was paid in full. i submitted all relevant information as well as proof of payment on 2019-05-04 to the insurer.
i am ignored and do not receive any feedback

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