Bad service and false hope

As an individual facing many risks you make provisions that should anything happen to you or your loved ones you are best assured that your insurer will take care of the situation and you are left better off, but this is not the case with me and Hollard. I've had a funeral policy with them since the beginning of 2017 and last year in November after changing employers I contacted Holard and arranged for a new debit date , up to today the request was not attended to leading to my funeral cover lapsing because by the time Hollard debits there are no funds in my account. I have tried contacting Hollard for numerous times with no solution at hand. all I get id false hope that they do see my call and they will get back to me. Days have passed and I am worried that should anything happen to me or my loved ones we will not be covered because of the lack of care that the consultants have. I have received 2 reference numbers 1- Ricky gave me ********** 259 who promised to escalate the matter to her team leader who was suppose to call me and didn't . 2nd ref number ********** 020 still with no assistance. I am so disappointed with Hollard that I am going to lodge a compliant wit the ombudsman. this is unfair treatment to a customer and I am certain that the legislation says TCF is important.