No funeral policy with finchoice people

My name is Liezel Jonker. I am very disappointed and disgusted with finchoice service. My father passed away, who I had in a funeral policy at finchoice. I have been sending the documents that they asked for to the email address they gave. According to the *********** consultants and after many wasted airtime money, they cant find my documents. I have requested the help of the financial ombudsman and I am definitely going to lay charges. They have been deducting policy money for the past years now but now that I need them they are no where to be found.