Very bad service

They are taking us from pillar to post we first requested information about my mom's policy they could not assist us that I understand they said my mom must give me authority which she did,they requested letter from her Doctor and a letter from mom signed by both of us I explained to them that my mom suffrerd a stroke she cannot write,read walk let alone talk and the Doctors letter explains all of that.They said it is nos sufficient enough we must go to the police for an affidavit I told them again that my mom cannot walk,we hired a car to take her to the police for an affidavit.Now she wants to encash her policy and continue with it since it lapsed so that we can get a wheel chair for her and book her in a rehab a lady by the name of Lereko said we cannot encash the polisy it has lapsed for my mom to continue with it she must go back to the police to get a thumb print for her police to continue running,what I dont understand is why another thumb print she had one onthe affidavit where she is giving my authority,again the lady Lereko we must start all over with the request of encashment after the policy has been reinstated really guys I fail to understand why must the poor women