Horrible service

2 months ago l went online to add a life to my funeral cover, cover l have had since 2020 and have never claimed. All l did was try add a life but this said life was never added and instead my mother was removed. The agent l spoke to insinuated that it was my fault for using the online platform and not calling them, my question is why have a platform with restrictions that have never been communicated. I requested the policy be reinstated to what it was and leave it as is. I got an email stating that this would be done in 7 days but to date it has not been done. When ever l follow up all l get is that my query has been close as they have not heard from me but no call or email is sent either requesting additional info or confirmation the reinstatement has been done. It is going for 3 months now, what happens if l need to claim for my mother? (God forbid) l’m beyond disappointed with the service and no one has the decency to call me or email any sort of feedback. All l ask is reinstate or refund all my premiums back because clearly l have been paying for nothing.