Hollard keeps on disappointing

I would advise anyone to take a funeral cover with hollard.it all started when I had my first claim 3 years ago I only got my payment on Friday night and the funeral was on Saturday morning. I couldn't even buy anything for the funeral. This year around March i got an sms stating that my funeral cover is gonna lapse. I was surprised coz I pay both my funeral covers at the same time via EFT when I called them they told me that the funeral cover that is active its in positive balance which means they ddnt allocate the money accordingly . I sent them my bank statement and they called me back stating that the problem is solved. So this month I called them just to check on my funeral covers they said I have one funeral cover which is in positive balance. I talked a lot of people Bongumusa, Mduduzi, Brenda and they all tell me that they gonna escalate this matter to complains department. It's been over a month and I need help.