Bad claim process.. Awaiting Linda Maseko to respond

I have a funeral policy with 1life since I joined them in 2017 todate, I was paying the amount of 375.16 monthly however I once noticed that they were debiting me twice sometimes, I went to my banking institute which is Absa after realizing that and yes my assumptions were right.

I lost my job in April 2019 though I struggled to pay there and there however I still maintained my best to, and to my understanding since I was mostly debited double I believed that my policy is still safe.

My late uncle was covered with the amount of R19 249.00 who passed away recently and layed to rest already pity 1life couldn't assist.

I called 1life call center just to confirm if my policy was still active, and the Agent I spoke to "Smangele" confirmed that my policy is still active, to my knowledge whenever they tell you the policy is still active I believe I can claim. I was asked to submit Death Certificate and ID copy for the claim to be approved.

However 1life told me that Jan and Feb they received my payment and March, April, May they never received any payment and clearly my policy lapsed as it takes 3 months to, I was talking to Linda Maseko whom we had a very long conversation with, I asked her one question : "Was there any communication or letter send to me informing me of that"? she then said she found out and revert back... Nothing as yet, this was going to be my 1st claim, but my question it's 1 when I joined I received relevant documentations and when my policy has lapsed as they say of which is the story I won't buy why ddnt I get the same letter.

I believe this is one of their loophole not to pay, and again if my policy was in that state why do I still receive their promo calls stating that I still qualify for some upgrades and being a loyal customer as they mention I am but still selling their products to me if they can't help me in times like this, if they can go back to how I used to pay I believe they have being debiting double even from last year as I realized later.

I want my payout period then I will cancel my policy and go elsewhere.