Reactive life Insurer

I received a letter of discontinuation of the Ultimate burial plan policy on 11/08/2025from African Unity which is an underwriter for Doves, when I called Doves on 19/08/2025 around 14:20, spoke to Carswell who had no idea and kept me on hold for most of the call, he didnt seem to know what he was doing, I then requested to speak to a supervisor, he transfered me to Lesego who said their underwriter sent the whatsapp to Doves clients and they are still investigating. My question was why did Doves proactively send messages to their clients that hey are investigating with clear deadlines to mitigate panic as clients have received this disturbing message. He advised me to log a complaint, as management Lesego also did not know how to handle the situation. I am very concerned that should a claim occur it may not be paid as Doves doesnt seem to know how to navigate this and its frustrating and creating panic.