Clientelle has no sympathy at all

I joined a funeral dignity plan which covers 13 people in 2013. I was never emailed nor posted the documents till 2020 . when they call advertising their business I always asked for my documents but they were never send. Last month I decided to download their app and was very surprised that it only had 11 members instead of 13. My grandmother and brother's names were not on the cover. When I called to enquire was told that my brother was over 21 years hence he was removed and my grandmother was never covered. I than requested a voice recorder and was told it will be send to me. Few days later I received a call from their senior telling me that she listened to the voice recorder and did mention my grandmother's name when opening the cover it was the consultant fault. So for the whole 7 Year I have been living knowing that my grandmother was covered. I requested that they cover my grandmother and was told that she was old to be covered now. I took the matter to Clientele arbitrators and they gave me an option of removing 1 member and adding my grandmother at a certain cost with 12 month waiting period. Their response showed me that Clientele has no sympathy at all. They are the one's who were at fault and with a prove of voice recorder but they still want to apply a waiting period of 12 months. If it wasn't of thier consultant error my grandmother should have been covered for 7 years by now. I decided to cancel my cover with immediate effect and was told about 31 days notice period which they don't tell you about when you join their cover. Clientelle is not as good as we think they are.