Lapsed Policy

My 74 year old mom has or rather had a funeral cover with Absa Life since 2001,and has been banking with them for almost 20 years, because of Covid, pension dates have changed and she was told her policy has lapsed. She was sick immediately after with Covid 19 and we almost lost her. Fast forward to last week she is told to pay R550 before the 19.08.2020 in order to reinstate her policy or it will be considered lapsed with no cashback or any premiums refunded to her due to no claiming. She advised she can only have that kind of money end of the month but was told unfortunately that's how things are, last week Friday she gets an sms that policy has been reinstated and premium will be collected on the 01.09.2020. Today she gets a call that her policy has lapsed and she won't be getting any premiums back. What do you call that, consultant who spoke to her told her she cant do anything for her but she must find another policy. Have you considered my mom's age, waiting periods, underwriting involved and massive premiums she will have to pay? Is this how you treat your elderly customers. Im so upset.