multi choice

My mother is 66 years old and I heard her say she pays more than she used to pay for her derv connection. I called the customer care line since she was disconnected and I was told she subscribed to a funeral cover. I then asked the deatails of the cover and I was told I need to contact the insurance. After a lot of attempts to contact the multi choice insurance I got someone who can find the details of the insurance. She told me the policy is existent and gave me the details of the people covered. I then asked for them to send the policy documents and I was told they will do that when I have my mother on the line. We called together and was promised to be sent the insurance documents it’s been over six months not still nothing. They promised to give us a call after 7 days no call was ever made. She is still paying the insurance without evidence of the insurance. I’m sooo disappointed. Seems like Multi choice takes advantage of old people