Unhappy customer

I am very unhappy with Dignity Group i had a policy with them for my father ,when i submit the claim i received the SMS that it was declined they told me that they back date my premiums i missed 2 premium's in 2019 1 this year i am very disappointed with them because they didn't inform me .I phoned them several time this year but now one told me i am not up to date and they deduct again on 30.07.2021 but declined my policy .