Funeral cover closed and now they dont want to reinstate my granny cause she is over 81

I had a funeral policy with Clientele since 2013 and in January 2019 I got retrenched and informed Clientele that I have been retrenched and we have also requested for the debit order to go off on another account which has not happened.

We sent through several emails requesting for someone to call us back to discuss and still nothing happened. Yesterday we called and they said that the department which works with reinstatement will call me back which happened this morning.

When speaking to the guy I advised him of my situation and asked for the policy to be reinstated all outstanding installments will be settled and he advised that this is not possible for my granny as she is over the age of 81. I need this policy to be reinstated including my granny and if this does not happen then i need for all installments for her to be paid back to me from 2013.

The policy has always been paid every month with no hassle and this is the first time that this has happened.

I would like to be assisted with regards to this as soon as possible as this is unacceptable.