Funeral Policy Aggravation

This is not Edgars as a whole just their funeral policies. For some 25-28 years I paid into a Hollard underwritten funeral policy via Edgars. Very easy, one phone call did it all. These are reputable companies so just paid the monthly sub and carried on with life. I never received a hard copy of the policy. In Sept 2018 I phoned Edgars to find out how I accessed the policy should the need arise and if I needed a policy number. I was referred to Hollard and advised to go to an Edgars store to customer service to do this 'to save your airtime/data ' . Hollard said they had no record of my policy with them and referred me back to Edgars. Somehow life got in the way and I didn't contact them until early March 2019 but had been paying the monthly sub only to be told I had cancelled the policy. WHAT! No such thing did I do. They claimed I had done this by 'pressing the button on the telephonic menu last September and cancelled'. The young woman who helped me checked with her supervisor and said that I could re-instate the policy and needed to go to a store and they would do it. I duly went to their Northgate store and after another phone call we were informed that as the policy had been cancelled 6 months ago it couldn't be re-instated. This now leaves me fuming. At no time did I cancel the policy. The trouble started only when I asked how to access the policy . There is no refund. I cannot take out another policy as both my husband and I are over the age limit. Also I was informed & of course this is now moot, that should I die before my husband the policy will end so what happens when he dies? So much for a FAMILY policy!! I admit to being naive/******** of these things but how many more are in the same boat? I feel so let down by institutions that appeared of good standing not to mention being some R25,000.00 (total guesswork) out of pocket, and having to devise another way of putting money aside to pay funeral costs. I will not accept this is all legal, moral and in the customers best interest and therefore it is now with the Long Term Insurance Ombudsman. Check your policies people; all the above things will be in the smallest of small print probably in a policy you have never seen to be able to read.