Unhappy client-Why policies lapse

I am unhappy with the service.I was sending my husband yesterday to went and pay our funeral cover at the George Branch and my father's policy.Getting there it show the system block us and both policy's have lapse.How is it possible? So if someone passed away we are not covered as no payments taken yesterday.I called they head office speak Joshiah very friendly guy.And he confirm it is errors that the people at the George branch should have bring it under the attention of the premium department and they did not just show my husband away.But Josiah did send a email and cc me in to the premium department yesterday.And that people in the department have not even send back email conformation. I also email them to follow up no reply.Why is it so difficult to get help this is a urgent matter.My mother also called your head office speak to a lady Tiffany very unhelpful and do not know what customer service is.She put my mother on hold for more then 10mins and my mother drop the call.She need to know how to work with clients. Policy ***