unauthorised cancellation policy member

On the 13 January 2019 my Dad passed away, I visited the Oudtshoorn branch to submit a claim only to been told that my Dad is not on my policy. I specifically took out that policy with my aged parents in mind as I was about to relocate to the West Coast. I phoned your complaints nr at ********** 399 and the consultant informed me that my dad was cancelled on the form. I was never informed about that or requested for the person to do that. I would like to know what your companies view is regarding that as I lost faith in this company and will never recommend any one to join your policies/company. I felt ****** by Avbob not to give my Dad a dignified burial. Avbob ****** me of my peace of mind and give me extra financial burden. Please forward me a copy of my policy as I like to take this matter up with the ombudsman.