Worse experience, bad service. Not sympathetic

1life have other people selling their policy, by aganga in kuruman. Last year I went to their office. After I saw sms from my late mother's phone. Went there to change account number for debit order,also change beneficiary. My late mother took the policy for her late cousin. Now come to claims I am told the beneficiary was not charged. I called I was told to submit my late mother letter of authority. They promised to call me back,never got the call. Instant I receive sms about the letter of authority was the policy holder. Why are insurance always frustrating us