So budget insurance is de*****ing old pensioners based in the villages these days because they're not literate enough for them

I am submitting a claim on behalf of a pensioner that has been loyally paying her premium+Additional mechanical breakdown plan for the past 5 years and above. She is based in the village back in the Eastern Cape and the feedback received is just completely unacceptable. I refuse to believe that budget has resorted to de*****ing old people and robbing them a fair process because of their age and or illiteracy.

In this case, when the insurance was sold to Ms Ndabankulu, an extra policy for mechanical breakdown insurance was sold to her as well. Now she has an incident of a clutch failure which is mechanical problem and budget refuses to pay. This is just disgusting that this company would take advantage of old people like time. Can someone be a person and resolve this?