Bad service

My mother trusted FNB with her life over the years but tjo they're showing her flames, she had a funeral cover with them my dad passed on April 2024 till to dare her funeral claim hasn't paid out they've been sending her from pillar to post

The other consultant will say, some documents are not completed , some will say the claim doesn't exist, some said the policy had lapsed they didn't even debit for and said it's on hold, whereas the other policy debited for the deceased premium

She now wants nothing to do with the company and wants her premiums to be refunded since the commencement date policy FI***