Disappointed in assistance

I spoke to the agent Tsholoselo Kgalagi at Auto & General trying to find out if the damage cause by moles under paving is covered. She refuses to give me any information, as the policy is on G Fourie's name and not mine his wife. Mr. Fourie had a stroke, and therefore I have to take over these tasks on behalf of us both. She is looking for authorization from him the more I am trying to explain that he can not talk, walk, write or see properly she still refuse to help me. I took the phone to him, for the agent to try and spoke to him, well she could not understand him at all, (that's what I was trying to explain). I offered to send through our municipality account for her to see that the property belongs to both of us, I even was prepared to send her our Deed to confirm that the property belongs to both of us, and Mr. Fourie is only paying the policy. She is still looking for authorization from him. What if an emergency (like a burst geyser or something) occurs while Mr. Fourie is still in rehabilitation, should I then just sit here and wait until Mr. Fourie is able to do anything. I think this is very, very bad service from Auto&General, they do not have a problem to take the premiums, but do have a problem to assist in a times of distress and emergency in our household.