Still getting debited after a year. Refusal of claim

Policy number:VRG*** I took the funeral cover for 9 people. I asked the guy assisting me and he said parents are immediate family. I called when my dad passed away and they refused to pay saying it's not a year yet. I then asked them in August 2018 to remove him from the policy. They still haven't removed him and I have been charged for a year now. When i call they say they will sort it out. I honestly hate being insured with Virgin Money. They claim to assist yet they don't . I will rate the 0/10