FNB Life policy

Im very disappointed with the service i have received today from the first person who picked my call to the last one who dropped it while waiting 25min for Lerato to come back to me.. My Sister had a FNB life plan which resumed on the 2007/12/01 according to the insurance schedules they were send her annually... We did not know and we called them to check if they can help us claim... They say that they dont have such information on their system no records of policy plan or ID.. I was sent from one service to another with no help.... They say the reason might be because my sister passed on long time ago and i fail to understand cos is not even 5yrs and how can they destroy their Clients information and leave no trace of the policy..... Im so disappointed and even going to remove everything i have with FNB as well