Unhappy

I am not happy with the service My parents have a funeral policy for years with you they currently pensioners and cannot continue with payments I am the beneficiary and took over the payments each time i deduct one month and then just stop every time i have to email with no response for months then you reinstate the policy and deduct all the previous payments when it is ur fault for not deducting the premiums my parents are elderly and if anything should happen to them they will not be covered cause once again I've been sending emails with no response i hope I will get some type of help now