Funeral Policy Nightmare

Unfortunately I cannot rate it 0 stars. Have been a client for years and have a funeral policy with them. I wanted to add a dependent in the last 3 months but couldn’t access the funeral tab on my app. Reached out to their social media page and was told my matter was escalated to their IT department. Okay went into the branch (they were very helpful)they also can’t access my funeral details, they called BCS or BSC also the person on the other end couldn’t assist and was clueless and I left without my dependent being added cos they CANT ACCESS my funeral details. Mind you deductions have been going through monthly without fail. If this was a funeral claim I would have been doomed. The matter was also ascalated .

1.Now make me understand how does this happen in such a big establishment??? 2. Also what will happen to the waiver as my dependent is turning 3 months tomorrow, does this mean I lose out on the 6 months free cos of the mess on your side?