Urgent matter

I a have a serious problem clientele, i called in to enquire about about my premium. I took a funeral policy for my mother of my son and son, 2 brothers and 1 sister in 2017, and today i called in to remove the mother of my child (ex girlfriend) and add my self, i was told that i cannot do any changes and remove her due she is the main member,i was not told thati cannot remove or add members at any time, am a policy holder responsible for payment, how do i cover someone and cannot able to make changes as i took the policy, i feel that clientelle is a **** they **** innocent people like me, i have requested my policy documents and voice conversation from the day i took the policy and till now they have not sent, may you ki dly assist with request to be resolve.