I am writing to express my dissatisfaction with the handling of my claim from Hollard Insurance Company

I am writing to express my dissatisfaction with the handling of my claim from Hollard Insurance Company. I had over 3 years faithfully paying an Hollard funeral policy through Pep store and i didn't get paid they declined it saying the policy was behind by 3 months but funny enough i was paying every month and i never receive an sms saying i am behind with the policy and they were accepting the money meaning the policy was active not lapsed. So i didn't get the money from Hollard i am so dissapointed please help me because now i don't know where i would get the money to pay other staff because i was expecting the money from the insurance policy that disappointed me on the last moment while i was faithfully to them from all these years.