Ackermans Funeral cover policy

My mom opened account with ackermans in 2017,She would complain how her balance always increase instead of decreasing. On the 28 January she went to pay her account with the means of settling but had to pay more that she left on her balance.To her suprised she asked one of the cashiers to see what is it that is adding additional charges to her account and the cashier told her that she is on the funeral plan with them since 2017.They then put her through to the contact centre to find out about this plan and she had no idea or remember her self taking the plan. The consultant she spoke with confirmed that indeed she is on the funeral cover policy and she then mentioned that she lost her husband in 2019 and if she had known about this she would have claimed. The consultant then said she can still claim. Documents were submitted on the 29 January 2021 and we still waiting for their feedback.

She is not happy that she was never informed and should she had to pass away we would not know about it. Imagine paying a policy for 3 years and not knowing about it.