Clientele Classic Saver Endowment Investment Plan run around

Good day. I was 18 on the 02/01/2006 when my mother passed away from a 2 year battle with cervical cancer and she had a classic saver endowment investment with Clientele from the 25 November 2002 until she passed on. My father called Clientele to let them know that she was no more and he never even got her premiums back as reason for stopping payment was that she has passed on instead it seems the policy was mortalised. Last month I contacted clientele as her daughter and gave all my details. A Malcolm Pillay responded to my query on any unclaimed benefits on her behalf and they responded No benefits were unclaimed and that the policy was mortalised when my father called to let them know she was no more. I requested a pdf of the policy with all the terms and conditions as we would like to go through it as his children and we have been getting run around last email query I was told that the query has been closed. I am on this platform because it seems is the only way some people get help, this is final attempt before I take the matter to the Long term insurance ombudsman. All we need is the word or pdf of the policy which the system picks up, from who she was, what policy she had and when it commenced and when it was mortalised but we are told the company cannot pull up a document of which surely they need to reference to when old clients who took out this policy want to cash out on their policies. Your assistance will be highly appreciated on this matter before we take this further. Please contact me on my email address *** or contact my father Luvuyo Reginald Dingaliba the beneficiary whose number is on the recent email communication back and forth with Malcolm Pillay, who will give permission that communication can happen with me as his daughter as I am handling this.