Why having a contract with Avbob funeral services that is worthless when needed

I contacted Avbob regarding paid-up policies which was worthless according to them when it was needed,. old people believed in their provision for funerals and paid month after month and when a book was paid up,, they started a new one and carried on paying I spoke to Richard in the Welkom branch and are still waiting I spoke to head office and are still waiting for them as well,, they suggested sending an e-mail to head office and I'm still waiting for a reply Everyone to whom I spoke to at Avbob agrees that these policies can not be worthless,, remember some eighty to hundred years ago ... pennies and ponds could cover funeral expenses and with investments surely today as well I gave them the Name and ID numbers of the now deceased family members to resolve and give feedback and it is about a year with no response I'm trying to resolve the matter with Avbob with no reply Please assist Johan