Death benefit without benefits

<p>My father passed away on 15 September 2016. I notified all involved parties, including Dialdirect. They informed me that my father had a death benefit on his policy, but he also had a funeral plan with Avbob and we used that for the burial. Dialdirect told me that they will used the death benefit to cover the household insurance for six months. On the first month by the 7th we received a message that the debit was unsuccessful due to insufficient funds. I contacted them and they requested that we pay the amount in cash and the benifit will be in place from 1 November to 30 April. I asked the consultant if we need to update any information and she told me I only need to do that at end of April. When I followed up end of April, I was informed that they cancelled the insurance due to insufficient funds in the account. When asked for the account debited, they gave me my late father's account number. We were never informed that the debit order was unsuccessful, therefore my mother had no household insurance for the past six months. A gentleman told me on 25 April he will get that benefit in place and will contact me before end of the day. He never gave me feedback. Yesterday, 8 May, I tried to follow up on the matter. No one at the call centre could assist me, they only transfered me to the claims department where no one could answer the call, only a machine telling me there is no one available. I did send an e-mail asking for assistance and still received no assistance. Is this the way all clients get treated? </p>