Unhappy customer 😢

My mother Beulah Mackett, has been struggling for 4 months with her claim. She's been sending all her documents to 1life but there's just no progress on her claim. She was promised 2 weeks ago that she will receive her funds on Wednesday 03 April 24 but she didn't receive anything. She called them today and was told that they waiting for her hospital file. I mean really now. If she didn't call them then she wouldn't have known about the file that they need. They've been giving her a run around for a whole 4 months. She's unhappy and frustrated with 1life and wants to cancel her policy because they still deducting her premiums every month 🙄😔👎