Shocking Service

Hi, I took a funeral policy with Hollard in 2013 and have been their client ever since, this morning I called customer service and spoke Tintswalo whom I asked to assist me with a quote as I would like to increase my cover amount for both myself and mother and she said to me unfortunately that is not possible if I want to increase my mother's cover amount I need to take out a new policy for her with a 12 month waiting period, I then asked to speak to her superior whom was Nthabiseng whom told me that they can increase my mom's cover amount and I would need to take out a separate policy for her, I explained that when the policy was sold to me I was told O can I increase the cover amount at any given time, we had an argument and Nthabiseng hung up on me and never returned my call. So as a client I was left hanging and no one at Hollard bothered to call me back to resolve this issue for me. If I am having such a difficult time updating and understanding the rules on my policy, what happens in an event when I need to claim? I am shocked at this type of service that managers can just hang the phone up on their clients and not even be bothered. I hope someone from Hollard can call me to fix this ASAP if not atleast to help cancel this policy if it's not too much to ask for. Hollard is misleading their clients, be careful.