unpaid claim

my 72 year old mother joined this insurance and added my dad now he has passed on they telling her he was not insured . she was paying for 5 years. they now saying theres nothing they can do for her. Are they taking advantage of old people to make them join their insurance cos they dont understand . they went to the place where they get their social grant so they can take advantage of them cos they are old . well thats not good bussiness u are running .. even this one star is not deserved by this company