Unhappy Hollard Insurance Client

As I write this complain, I am actually saddened about the service I received from Hollard. My mother covered my stepfather on the funeral policy, they were never married however have lived together for over 10years. Upon taking the insurance we were not informed that we to cover your spouse you have to be legally married, they collected money from then till now. Now that my step dad has passed on they are sending us from pillar to post asking for the impossible. It's been three weeks since my stepdad passed, we borrowed money to make sure the funeral goes accordingly, now we have debts that we need to pay. Instead hollard does not want to pay, if they're unable to pay, atleast they must refund premiums