Avbob 2nd heartache

I have been paying funeral cover at Avbob for my granny since 2008. In September 2020 I personally visited their office in KWT to request them to deduct via bank. I have other 3 policies with Avbob that I am paying via persal but this one. The lady assisted me and I signed all documents. All along I thought they are deducting until I received messages citing that I am behind with my premium on this particular one. I phoned the lady that assisted me to make an enquiry. She said there's nothing to worry about as I have done my part. The premium is R90 per month. The recent sms which indicated that I owe R270 (3XR90) was sent on he 11/12/2020 and I called customer support to request debit order. The gentleman assisted me and confirmed the bank deduction for 01/01/21.

I contacted the lady that usually assists me at the branch and she said she will investigate as to what happened to the request made at the branch for a debit order. I asked her about the R270 which is reflecting as owing on my side and she said there's nothing to worry about as in the case of a claim they will deduct the amount and pay out the rest. The following week on the 15th of December 2020, my granny collapsed while seated on a chair and passed away before the ambulance could arrive. Avbob fetched the body. I lodged a claim and we started the process with Avbob. A day before the funeral, 22/12/2020, Avbob declined the claim citing arrears. I phoned the lady at the branch and she was on speaker in front of the Avbob consultant at the other branch and confirmed that I had submitted a request for debit order and was processed but not sure as to why it never took effect and was shocked as to why my claim was declined after she gave me all the assurance that there's nothing to worry about. We had to bury out of our pockets.

It's very disturbing to pay your funeral cover for 12 years and the claim be declined for R270 for a mistake done by the same service provider but you get penalized.