its my fault not theirs

I've been having funeral policy with Metropolitan since 2012 unfortunately last year November , December and Jan they did not get the funds in my account and they decided not to call and inform me as their client to say this is the issue, I realized later and called and I was told it was cancelled due to non payment. No SMS no email was sent. I then reinstated the policy in May

On the 10th October 2017 I've lost my Grandmother and called to ask how is done and the call center who seem to be one lady every time when I call said unfortunately the six months period hasn't matured, I then wrote an email of complaint to ask how can I be treated this way after 4year of having this policy, till today the email was never responded. I then called once again and the same lady answered "sorry it's your own fault that you did not see your policy relapse" so I asked her I'm not calling about the policy this time I just want a feedback with regards to the email I've sent her response was "no one is going reply to your email because it was your own fault" this is how Metropolitan treats their clients during difficult times "it's my fault" I must kiss all my premium from 2012 goodbye is my fault that they don't give a service and it's my fault that they won't even bother to look at my complaint perhaps is also my fault that I chose them.

Extremely Unhappy Customer