Disgusting from Ackermans

I am writing on behalf of my mom who is old. She is in Cape Town and I am in Johannesburg.

She opened an account in 2013. Never skipped a payment. She took out the Hollard funeral cover through Ackermans. For a couple of years she has not used her account but made all her payments as the funeral cover comes of that account.

She gets an sms from Hollard to say her cover lapsed cause Ackermans did not pay them, so she goes to Ackermans and is told that her account is suspended because she has not used it. I find this totally wrong. How can you do this. You do this without even contacting her before suspending the account to tell her that this is going to be done and the reason why you are doing this. So now she will loose 8 years of paying her funeral policy( totally disgusting). She is then told to pay R 550 to activate her policy. Why is this as she has been paying her account.

I expect a call from you guys as when I call on behalf of my mom who is now in a state I get told they can't help me.

my number is ***