My dad and stepmother took out a plan each with Go...

My dad and stepmother took out a plan each with Golden Charter. The woman who first visited them filled out the questionnaire incorrectly and they had to ring the company several times to correct things. They did their will three times; first one was apparently a 'draft', though this wasn't made clear, second one was sent back to GC and they lost it, the third one they kept hold of. My stepmother recently died and I rang on my dad's behalf to make the last payment to Golden Charter so that the funeral arrangements could go ahead. The man who answered the phone was brusque (do they not receive training to deal with bereaved people?). He wanted to speak to my dad as it was his credit card, and when he did my dad got very upset, it wasn't made clear to him that it was only the direct debit that had been cancelled, not the whole policy ("So I've wasted all that money for nothing?"): and why is the direct debit immediately cancelled when somebody dies? This is not what recently bereaved people need! Other companies I've dealt with have been very considerate, given commiserations and dealt with the situation courteously, professionally, and with human kindness, but I haven't found this to be so with Golden Charter. Not impressed with them at all.