PERSONAL ACCIDENT INSURANCE policy *****

My mother was sold a personal accident insurance policy over the phone in 2012.<br> She was made to understand that it is life cover.<br> She never received any documentation.<br> When I queried on her behalf I found out it only pays out if the insured life died in an accident.<br> This was never explained to my mother.<br> We immediately cancelled the policy, and requested a refund August 2015<br> According to the Customer service agents, they first had to listen to the calls pertaining to the sale of the policy<br> We are still waiting - almost 8 months later.<br> The policy wasn't explained to my mother, and she never received any documentation regarding this.<br> This is surely not acceptable practice? She demands a full refund.