Doves' funeral policy paid in full 2021 now is on Arrears

i am Annah, in December 2021 i called Dove's funeral for a quotation for my dad's funeral Policy Mr. Mabena, i was given a yearly policy quotation of which he downgraded from the one he was using due to financial constraints and paid same time, i called back in January i was told that the funds were allocated until December 2022, to our Suprise last month i called Doves for a new quotation for 2023 and were told that the policy is in arrears then i asked how they couldn't clarify i asked them to share proof they said there was no communication but i must pay the balance for what i don't know, u know Doves has been giving us bad service for the past 3 years now don't know whether is my family that has bad luck or not