shamefull service very bad

I want to lodge a formal complaint, I am very unhappy with your service and want to cancel this policy, I reinstated my policy in October last year with your special of a 3months waiting period, I added my aunt and uncle when I rejoined, and I was not told or explained any of the t/c,four months into the policy my aunt passed on, I went to claim and I was told that my claim was declined after I had to ask for feedback that was not even given I had to go back and ask, you treating customers very poorly, only at the time of claiming than u want to explain T/C not acceptable at all I will take this matter further,

I'm asking myself was my aunt and uncle were even added in the first place,i never even recieved any feedback from the head office.