Poor service and communication to clients

My mom has had a cover with Hollard since 2018 while it was still under Regent. At one point they stopped debiting from her account and told her the account was in arrears and in case where she would need to claim, they would first deduct the arrears amount. Early this year we went to their branches in Rustenburg to be told that the cover had lapsed shortly after the debit order went off in Jan or February but did not get any communication regarding this information by either means of letter or email. So basically her contributions were just a donation to your company. Your urgent response regarding the matter will be appreciated