Disappointed with tfg funeral plan

I have a funeral plan with tfg for so many years. I am busy with a claim for my parent that passed last week and in my contract it says value added benefits well it's a lie. I have been trying to get information about the discount with doves and no one can answer me. All they know is the voucher. I am so upset and I don't have energy to keep on asking about this. The claim form states the 15%discount which was emailed to me a few days ago. Today once again they know nothing about that discount and doves says they don't know about it either. All I want is to bury my father and get what I signed up for and what is stipulated in the contract!!!!! You pay so much for a little payout. A voucher if I get it only submitted today but where's the discount?