Lapsed Policy/Pathetic Customer Service

My mother joined B3 funerals in 2001. In the 21 years she has never missed 1 payment. Suddenly they send an sms saying her policy has lapsed. She went to the Moletsane branch to submit the receipts to date nothing has happened. When you call the so called Head Office the phone rings unanswered. We have tried to solve the problem but to no avail. We are now taking our query to Ombudsman regarding this pathetic service.