Complaint on Rejected Claim by 3Sixty Life

I am writing this review to lodge a complaint against 3Sixty Life underwriter of Doves Funeral Services and hoping that Hello Peter can assist me in respect of this claim. My father took their funeral cover in 2017 and passed away on the 1st February 2022. We lodged a claim with the company under Policy No ***. On the 7th Feb 2022 the company declined the claim and stated that we had “not paid according to the terms and conditions”. When we inquired further, were advised that the July 2020 and the April 2021 premiums were unpaid. We had been aware that the July 2020 premium was unpaid for the end of July 2020, so we decided to make a deposit of R 530 for the premium on 12 August 2020 to prevent a lapse of the policy. We did this because we were made aware of the grace period of 1 month in terms of the contract, we signed with them, so the amount of R 530 was to correct the premium for July, the Company was still obligated to debit as per usual on the 30 August 2020, which we now know that they failed to do. All other months, the company continued to debit for this policy without fail. If according to them a month or more passed without any payment for the July 2020, why didn’t the policy lapse? Why did they continue to debit for the policy premiums? If the Company failed to debit for the month of August 2020 on the last day of the month, why is it now my fault and why did they fail to communicate same to us?

Furthermore, we were advised by the Doves Life Plan Consultants to make payments for the outstanding premiums which R630 and R420 were paid and well received month of February and March 2022 and both those payments were accepted and no refunds were made. Please assist me on the above matter, please advise through my email should you need further documentation on the matter. I would like the company to account and assistance to get my monies back as per the contract.