Terrible Service with Hollard

I submitted a claim for a funeral policy for my dad. I submitted documents 21/10/24. A day later received a email stating documents has been received assessor needs to assess takes him 3working days to assess.

Friday I then had to call in as I received no feedback and only to be told my policy has lapsed in 2022. I have been paying my policy for years up until last payment 04/10/2024. I asked if it lapsed why have you been accepting and allocating the funds to the policy every month when iv received confirmation that funds has been received and allocated.

It's Monday 28/10/2024 still waiting for claims department to contact me. Funeral is done loans need to be paid back.