My Parent Funeral cover was Cancelled without my concern

My Parents Funeral cover has been cancelled without my concern after 20 years of paying, I have been contacting them I spoke to Thato from Benoni standard branch she tried to assist me and spoke to the consultant from funeral cover department it was Tuesday, the first consultant said she will call me back at 8:30 she never called back I went back to the branch and the consultant had to call them again I spoke to Eroda and she transferred me to the retention department where I spoke to Nonhlanhla. Nonhlanhla promised to call me back on Monday 9:30 to sort out my funeral cover issue as usual she did not call back.