Bad service

I've had my policy for years and I haven't made any claim, however, I've called Hollard asking them to stop premium escalation since my finances are not so well, I started paying R350 that was 2014 when I took out my policy now I'm paying R920, Hollard is really bad, they want my policy to laps and enjoy the premiums I've paid so far. My sister and I were unaware that covered my mom, still, I called asking way forward they told me I mustn't worry about it they would pay both policies for one person. I'm worried when the time comes we will have a problem My cousin lost her father last week Monday today is another Monday and still her claim is not paid, she had to borrow money just to lay her father to rest, poor service Hollard. I regret ever joining them.