Depressing and saddening Experience from Liberty Group

I have a funeral cover underwritten by capital Alliance group risk which is a division of Liberty and the funeral cover is administered by Prosperity funeral advisor , Policy number: ***, We have had this policy from 30 June 2018 The policy has been up to date ever since it was taken, Premiums are deducted from our account on a monthly basis , We made a claim via -e-mail on the 19th of April 2021, on the following day a consultant contacted me via telephone informed me that they required a signed claim form and ID copy of the policy holder which was sent on the very same day, consultant also confirmed that premiums were up to date since 2018.

My Niece did not receive a decent funeral as planned as the claim was never paid out, and as a pensioner I had to rely on donations and loans, and up until now I am still paying premiums for a service that does not exist. I am very saddened and depressed by the experience especially since I have been paying since 2018 and I am senior citizen of 69 years, such experience are not good for my own health. I have deliberately directed this issue to Liberty group, because I have noticed that the administrator: Prosperity Funeral advisors and capital Alliance group risk have not rep**** to most complaints lodged against them on hellopeter.