MEMORIAL FUND PAY OUT

I have a funeral policy for my parents - almost 20 years old - instalments probably exceed the payout. Mom passed away in 2011. App**** for the memorial fund as previously done telephonically. NO JOY - Now I am told that the policy was not upgraded to the "new" funeral policies which incorporate the memorial fund therefore I cannot claim that!!!! I am being PENALIZED for not being upgraded. Any reason just not to pay out what is due to the client. 20 years of loyal debit order payments for a funeral policy payout of R10 000.00?! Doesn't take a math fundi to figure the sum out! The decent thing to do Hollard is honor the payment|!!!!!!!!!!!!!!!