Discrepancies in funeral policy for loved ones

Its indeed a disgrace how AVBOB is treating policy holders of more then 20 years with them who discovers policy discrepancies when it matters most. I has never claimed the benefits which has been paid for all this years and the only benefit i got is one cash back amount. I discovered that my instructions which i had given to the policy writer has never been executed accordingly and AVBOB comes now with all sorts of stories and processes instead of doing the investigation based on what i provided in my email to them. The response i received was very hostile. Although a certain lady at AVBOB understands what i explain but the head office dont want to listen. I am also told i cannot buy the policy out and the only way is to cancel it and loose all my money i contributed this far and if something happens now to my loved ones then it will be my problem. I took my first policy out in 1998 alraedy and was advice in 2019 to change it to the new cash back policy but the person that wrote that policy did not executed my instructions accordingly. This whole policy is not what i instructed and its a pitty i found this out so late. So if i cancel i loose all the money i contribbuted... Its a disgrace for a company like AVBOB. There is no sense of responsiblity and accountability or to even assist properly. I have given them now a couple of months to sort this problem out but no success