I am annoyed

I am not happy with Nedbank,my dad passed away on the 11th of June and I called them asked about my dad's funeral cover and I was told that his funeral policy was still active but he missed few payments but I must still come claim,I took my time and wasted my money that I could've used on important things,waited on a queue and filled a form ...only to be told that the policy lapsed,didn't they notice when I called that the policy lapsed,the reason why I called is being i wanted to avoid this whole process that was in vain.