Confused

I just opened a funeral cover plan with you at Pietermaritzburg branch long market street (23/07/23) . I have an existing funeral cover with another insurer and wanted to waive the waiting period . I had the policy schedule from the other insurer with me but the consultant told me I do not need to give them the schedule, they do not need it,they don’t keep any documents with them,she refused to take it however the call center agent when I enquired about the waiver period she told me I need to bring in my existing policy schedule for them to waive the waiting period ..

Second issue is that i just found out now when i called call centre again that if i i want to switch from the existing policy the waiting period will be waived to 4 months whereas the consultant at the bank told me they will be no waiting period at all...please enlighten me here, am really confused!!!