Clientele legal a ***** scheme

My Wife joined a month ago and she asked her cover to include her grandmother. Today after a month and a first debit order, she called to find out other small details only to be informed the policy isn't in her name but her grandmother and in fact she only gets very small benefits that were meant to be hers not for Grandma. This is highly unprofessional. Worse still they say they can't assist with a change. This is just equal to *****.