BAD SERVICE

I have (had) a funeral policy with ABSA , which I had for over 15 years now . I have been depositing money into that account every month as I don't use that account as I have kept it especially for the funds to go off every month for my parents funeral cover. being the only child I wanted to make sure that my parents had cover in case anything happens and I am not in a financial position to cover funeral costs on my own . I had no idea that the policy had lapsed as no one bothered to contact me ,I found out when I went to check if I had money in that acc. I was told by the call centre agent that they did send me a letter ? But only to discover that they sent it to an address that I lived at 5 years ago , but they have my number , why did they not call me to notify me if the funds was not available ? its like they wanted it to lapse so that I lose my money that I had paid all these years. How do I tell me parents now that they don't have cover ?? who is this burden going be put on ? I am currently unemployed and will not be able to fund a funeral . NOT HAPPY WITH ABSA . its funny that is you are in overdraft they will make all means to contact you . Not a pleasant thing