Hollard bad services

hollard has has a bad service and they do not conduct their investigations thoroughly....my mother was a jet account holder and insured her account with hollard however she was later retrenched and claimed but it was declined because according to them she was transferred to another branch even though she submitted all the necessary documents at jet mart the bridge in Johannesburg more than once then they communicate with her after 3 months when the policy had lapsed...is this how insurance works? Manipulating old and vulnarable clients?