Unfair and cruel service from Avbob

I'm very sad and in pain about the service received from Avbob. We have been paying a funeral policy for almost 2 years and now my grandmother passed away and we are suddenly told about things that were never disclosed at the time of taking up the policy. Avbob has charge a fee for picking up the corpse and storage and the other benefit is not going to be paid because we have not completed 2 full years.