Claim Payout for Policy number *** inception date 01/03/2020

My mom has a policy with 1life which i am responsible for paying ,i started paying from end of March 2019, the cover started on the 01/03/2019. i paid without defaulting until on the 01/06/2020 were my mom increased the cover amount for my grandmother, and according to the policies we all know that should anything happen before 6months you will be covered with the initial fee and now they told my mom she can not received any money due to the increase. when she seeks clarity the consultant just puts her on hold till she hung up. they didn't even call her to explain she has been the one phoning them and i have been sending emails but no body responds. 1 life is *****ing our money, why create a policy that wont help people in time of need?