they added more pain on top of my pain

I have never ever felt like this in my life I have funeral cover with metropolitan I don't even know if I should continue with them or not. I loaded debit order with them but last year some other months they will not debit saying "the was insufficient fund in the account I should ask my bank" which was not true I kept on paying via eft.i called again end of jan this year 2019 to check if the debit order its active the consultant confirm that yes it will go of on the 1st feb2019.1st feb 2019 it was Friday the debit order didn't go off I phoned them on the 4th feb 2019 I was told a long story .I paid cash again.on the 13th feb I lost my father and I covered him in my policy.on the 14th I phone them to ask about the claiming procedure,i was gaven all the documents that are required.15th feb I went to maponya mall with all the documents that are required I was told the latest the money will get it by the 19th,i phoned on the 18th to check if they have received the claim and they said latest I will get money by wed the 20th,on the 21st I called in the morning I was told that they will call me .indeed around 10 am I got a call from them, I was told that my surname its not the same with my father why is that I explain, I was then told to go do affidavit at the police station and send It to them. Why wasn't I told this on the 15th?it took them the whole week to discover that the surname its not the same?i was going through some hard time but they added more pain into it.a month later I got call from them asking me why did I cancel the policy I explain to them about this the consultant I was supprised she says she doent know that affidavit it needed in that case.my question is if the consultant doent know that who implemented that rule?