Very poor service

I have been unemployed and have not been able to pay my funeral policy. My last payment was in November 2024. Yesterday a friend sent me money and Finchoice took that as a debit. I sent an email because I was under the impression the policy had lapsed. Today 28.05.2025 I got a call as I sent an email yesterday and it was explained that the policy is still active and that they will keep track of any amounts so they can debit. I was told that I am still covered but should it be that my family claims then they will just deduct the amounts from the missing premiums. The lady also explained that should it be that in future no payments are made the policy will lapse. This makes no sense as she said the policy lapses after 4 missed payments and I missed 6 but now, they debit and still have it active. She also said that I should know no money will be refunded as the policy is active. I requested that she emails me the documents as i have tried locating them on my emails and don't seem to have anything regarding the contract and the T&C of the policy. She agreed she would email me and that she will contact the funeral department for someone to email me and I can reply to that email or as on the email for someone to call me. I instead just got a call from a very RUDE, UNPROFESSIONAL agent who did not answer my questions but instead wanted to know if I wanted to cancel the policy or not. I advised her that I wanted the recording sent to me and she said i must call into customer care for that. Its so sad when one comes across such a human. She is not for that department, or Finchoice has poor placement strategies. I still have not received an email and waiting on them to send me the recording. I will post it here as well so you can advise if i was the one who handled the call wrong. At least now we have an idea of how it would go when one should request a claim. I'm pulling out shame, sies!