Underhanded tactics

I took a plan with Everest funerals in 2011/2012, somewhere this year when I went to make a payment I was told the plan lapsed. I enquired as to why no sms nor phone call was made to me informing me of such. I received no clear explanation.

I was then told for me to reinstate the plan I will have to observe another waiting period of 6 months, which to me was ridiculous because reinstating a plan and a taking a new plan are two different things. I then asked for policy terms and conditions the lady told me that she does not have them, I was surprised as to how do we have terms but cannot produce a document with such.

later on the plan owner my grandmother, who was 100 years old passed on, I was told no claim will be paid and I protested they still said no claim will be paid. I received no condolences message from anyone. I then called the office and asked to speak to the branch manager who promised to call me and she never did.

Later on when I received the terms and conditions I read there is a reinstatement where there is a three month waiting period if you don't pay outstanding premiums and also a three month waiting period when you pay all the outstanding premiums, now this is ridiculous. it is understandable to say I don't pay any outstanding and I will wait for three months but to say pay outstanding premiums and still observe the three months waiting period is absurd.Mind you when I reinstated no one told me about this because the terms and conditions where nowhere to be found.

All I asked was that they deduct the premiums outstanding and honor my claim, they refused. all along I communicated with Everest funerals because that is where I took the plan. I wrote to the director who responded to me after a while, follow up emails to him where forwarded to the branch manager to deal with me. This said to me that the director feels that I am small fish and he does not have time to deal with me.