funneral policy complaing

I am Edgars's customer and my problem is they never tell me that they have joined me their funeral policy. In 2017 my child passed away I never get anything from them because l didn't know.it is only this month with they send me massage saying your protection or partner protection plan be charged in September .That the time l asked them for what they said funnel policy .Why did l use my money if l have policy with them from 2017 up to now. It was in Germiston but they moved.