Is Hollard PEP funeral Policy running away with clients money?

Hollard Insurance has been underwriting the PEP Funeral Policy and recently there is a communication breakdown between the two companies. I have been paying my PEP Funeral Policy for over four years through any PEP Stores branch with no problems until this month when I went to pay on the 3rd November 2020 and PEP Stores said that their system does not authorize my payment and they gave me this number to call ***. I called this number on the 3rd and 4th November 2020 holding for almost an hour each call (I understand that it is Covid19 problems o I was patient) but each time I got an agent, the agent would say they will transfer to the relevant PEP agent to assist me on how to pay for the policy. I would hold until I fall asleep on the phone with no answer on the other end. Today the 5th November 2020 I called again and an agent named Andiswa answered and gave me this number to call ***. I tried to explain to her that if only she can give me information on where to pay for the policy because of my past two days experience with holding on the line I would not get anywhere with the number she gave me. She said that they themselves are struggling to get hold of PEP Funeral and they don't know why PEP Funeral disabled clients policies on their system. So I must call that number myself as Hollard is just an underwriter and I don't have a policy with Hollard. I tried to explain to her that this is not a claim but I just want to know where to pay so that my membership remains valid. As expected, I called that number and it rang with no answer on the other end. Imagine if my call was for a claim and the body was lying in the morgue with the storage fees climbing high each day with no date of when the funeral would be heldbecause the insurance company cannot be found.