Dignity Group Disappointment after disappointment

I am extremely disappointed in the level of service I was given by Dignity Group regarding my funeral policy payout. I recently lost a family member who I was paying cover for the last 5 years without missing any payment. When I went to Dignity on Friday to claim the cover money, they told me that I was missing one document and therefore couldn't pay out my claim. I then took the necessary paperwork that they said was missing to the office on Monday and it was submitted. Tuesday I received confirmation stating my documents was received correctly and on Wednesday I received an SMS stating that my claim was declined because they said they did not receive my debit order payment for June 2019 and May 2021. I know this is incorrect because I've been paying continuously without missing any payments for the last 5 years. I proceeded to call the office sales representatives again to enquire about this and was told that this time my payments were all up to date and I didn't miss any payments to begin with. I then called claims department and was spun another story saying my payment was July 2019 was outstanding. I am tired of being told different stories and sent to different departments to get answers. I have been through a extremely difficult time as my family re**** on me to get the claims money in order to properly bury my family member and help with the arrangements. We had to go through extreme lengths to contribute money towards the Funeral which should never have been an issue in the first place. I don't understand why they make things seem so easy when opening the policies but when claiming you have to jump through hoops in order to get your own money. I have written a complaint and they are now telling me I have to wait 6 weeks in order to get any answers or any funds. This is ridiculous and unacceptable. I am deeply hurt and saddened by the level of service during my difficult time grieving the loss of my family member. The company is supposed to be a support system and help you when you need it most but at this point I truly regret opening my policy with Dignity Group. I can't understand how they would treat a loyal customer with such disrespect and low level quality of service. I'm disgusted and this is a disgrace. I wouldn't recommend a single soul to sign up with Dignity after what I had to go through.