Bad bad service from 1life

I would like to report 1life, for their bad service towards my Mom. Our parents are elderly she a pensioner, so she had financial problem so, she missed her premium maybe twice now they want to lapse the policy. It's been 22years paying the policy but because we struggle now with payment and 2months only they wanna close it without even calling her to ask what's wrong. So I am not happy with 1life. And I will go to head office and claim my mother's money for 22years. It's disgusting to treat pensioner like this promising them to close their insurances. Never threatin my mother