Bad service

I recently submitted a death claim, Assupol alupon claiming the told me the will pay me out but bit the full benefit because I didn't pay the 1st Debit order in November 2020. I asked them if the sent smses ND a letter of non payment, the said they did, however they never did, I asked for proof but nothing, they sent me that letter when I claimed now in July. ND I've never received it before, worse I could not have missed the 1st payment, I went to my bank ND asked for my statement ND sent it to them, which only shows that they only started debiting my account from December 2020 although my contract with started in November, the said I must ask for proof from my bank, the bank confirmed that no debit order was requested by assupol in November but only in December to date, the consultant I was dealing with, Hazel told their system shows unpaid, I told her my bank Saud the are welcome to speak to them because no debit order was ever requested, I sent all my correspondence with them to the ombudsman ND I'm still waiting, my question was, why wait so many months ND only tell me upon claiming, even that letter they sent was not a non payment letter, but it was informing me I'm in earrears therfore the pay out will not b in full, I said to them why are they penalizing me fir what is clearly a system glich on their part, because my bank clearly states ND upon checking my transaction fir November 2020 no debit order was ever sent through. It's really said when one is facing death in the family and you have to deal with such things only at claim stage, I'm really disappointed fir a 1st time claimer ND I had to go through such, they said they were still investigating, but to date nothing, they are just hoping that I will drop it ND I won't because I still have my policy with them, from the ombudsman offices I'm only receiving automated replies. ???