Deplorable service, AVBOB ****s people when it comes to claims

I have been a loyal in paying my funeral insurance since I joined AVBOB. I don't recall a single monthly premium skipped. So after learning that my grandmother passed on, I went straight to their offices to claim for the deceased as I had covered her. Now the assistance scrutinized my account then alerted me that there is 1 month that reflects non-payment. While alarmed by that, she then calmed me down by saying this does not mean that my claim will be rejected or unpaid; it simply means they will deduct a certain amount i.e. equivalent to a month's premium. I defended myself and wanted to produce proof that debit orders have been going off my account and she said not to worry. Now suddenly I received a text message declining my claim saying because I owe a month. So my argument is that why did they keep deducting money if the policy lapsed in their perspective? Also why do they communicate so unprofessionally via SMS? These people are quick to market their products to attract us but when it comes to claims they start stories and delay. I am in demand of my money now and will make sure that I make this trend in all platforms especially that I am an influential leader.