unsolved policy

I have a grandmother who is 98 years old and took a funeral cover with 1life at home by a broker she has been paying for this cover since 2016, have contacted their office for clarity and update and to add a beneficiary but was assisted by the lady named Lindiwe Hlongwane whom claimed that she cannot assist me with anything even when i have stated my reasons that my grandmother is old and cannot go anywhere since she is immobile but i couldnt get any help please assist by getting full details of this cover since they claim that the beneficiary is someone with the wrong name