Very bad service and dishonesty on their policy

Yesterday I was in Orlando at their branch because my father passed away so the ladies did a great job of assisting my mother on the arrangements thanks ...on the policy that my mother was paying they bus fee was included she continued paying the same amount and last year it went up again shes been pay till today we lost my father when we ask about the bus it was canceled due to covid and my mother she been paying the same amount on the policy and they claiming that my mother signed the new policy and was printed for her ,which everything was a lie ,now we are grieving I still have to fight am not giving my self to heal.