Bad service

I took out a Funeral Plan in 2000 for my family. This included my parents who at the time were aged 67 and 69. I updated my plan once I had had my last child in 2003. Now having a total of 7 on the plan.

Call center called to add on an additional policy to the existing on in place in 2020 I agreed.

2023 my mother has passed away and all of a sudden she isn't on my policy anymore. I have been trying to get this sorted out for weeks, even before she passed away. Everytime I speak tosomeone different and get told it will be escalated to management, they will get back to you. I am still waiting

I have asked for the telephone recordings, they can't find them. I would like to get paid out, for my mother's death, they can't find her details and yet I have the original documents