Dramatists by your funeral caver.

I had funeral policy with them & my grandmother passed away, I was there to claim on the 19th of October & they said to me, I need to wait for 48hours till today, I called them again today & they don't give me the right answer, my problem is they deducted money again this month, but what about my claims? It felt like they don't care about our feelings they need to deduct our money only. What is the use to have a funeral cover if they do not pay out when you lose a loved one??? If losing a loved one is not hard enough one must now be more dramatists by your funeral caver. Stressing to get your loved one buried.