I'm very disappointed with their service and their team

I have a problem with my policy that I have been paying for the past ten years and have not done any claim only last month when I did a death claim for my parent I discovered that the funeral cover was on a lapse pending status while I was paying it every month they asked for proof of payment I did email them to you they said were not enough to keep the policy active, they said my policy is in errears even if I produce the receipts for the last 12 months I'm so shocked what kind of **** is it this with old mutual friends we have conducted the funeral last month early and I started dealing with them even today I was still busy sending proof of payment yet I don't get answers even if I call the head office and complain no proper respond instead I get deferent stories they said I must reinstate the policy they gave me three different prices to pay for the reinstatement yet they did not pay for my claim, when I called the customer care service they said my policy lapsed a month ago but I have a proof of payment