Lack of assistance

Good day I took out a funeral policy for myself, parents and siblings with PEP underwritten by Hollard last year. I app**** for a debit order since I am the one paying the premium, after being sent around they finally set it up. In December 2023 it happened that I did not have money for the debit order, I called them to check which debit order had not been paid as one was paid. I supp**** them with ID numbers of the people I am paying for and I was told those people must call themselves. My parents reside in the Eastern Cape and they even know what they will ask when they call. I am having difficulties paying and I sent an email on the 29/12/23 and no response till today. My concern is if I’m struggling with just making a payment then what will happen should I claim?