Bad service

I am very dissatisfied with the service I have received from Avbob. I have been a loyal member with the company for 4 years now and they did me dirty. I've been paying R365 every month for the last couple of years and covid happened I didn't get income for 4 months. When I called them to pay for the months I could pay I was told I have to start from scratch. How am I supposed to start from scratch when I've been paying for so many years, I had to struggle to bury my sister last week while as I've had a funeral cover for so many years. Dissatisfaction is not even the word to describe what I am feeling at this moment.