Decline cliam

I'm very disappointed in doves funeral my mom has been paying her policy well and when they decided to increase the amount she ask them to down grade and she was never told that it her waiting period will start all over again this was done by a head office consulted now that we had to claim this week we were told that her aunt is on a waiting period and the claim was declined.. Because the consultant open a new policy numbers instead of down grading the the existing policy account so why isn't easy for doves to accept our money everyMonth without excuses yet having excuses when we have to claim