Hollard Life No Assistance

I would like to express my disappointment in Hollard. My mom who is a retired woman has a funeral policy for her brother who is 71 one year of age. She has been paying for the policy for about 8 years. This month she attempted to pay for the policy at pep however they could not take payment as they advised that the policy number has changed and she needs to contact Hollard. She has been going out of her way trying to contact Hollard. She has called twice trying to get hold of Hollard spending over R300 in airtime but has not been successful. She then went to the Hollard office in Southgate where she was still unsuccessful as they themselves could not get hold of Hollard head office. She is very concerned that she has paid so much of money over 8 years and now the policy will lapse due to non-payment. Her other concern is that if something happens to her brother tomorrow how will she get a hold of Hollard if she can't even get a hold of them now to make payment. I myself don't understand how do they work like this. This for me is absolutely ridiculous that someone wants to make payment but they can't. Being unemployed and spending so much money phoning and putting petrol to drive to a Hollard office to sort the issue out but still can't come right. All we want is to get assistance from Hollard!