No empathy for their customers

I have been a member of prosperity funeral policy since 2017, in 2021 October I received an sms informing me to find myself an underwriter with immediate effect. No calls or emails were sent to explain what the text meant or if there were any changes in terms of their administration. The same year in December I lost a family member and needed to claim, this was during level 3 of lock down their offices were not allowing walk ins as a result of the misunderstanding of the sms I received I did not pay my installments for 3 months. I was not assisted in any way as a loyal customer. I was not even reimbursed the premiums paid over the years. I did not get the service worth the money I paid over the years and I'm disgusted to say the least.