Shocking Experience with Sanlam

My mom who is a pensioner has had policy with Hollard since 2014. After discovering from home affairs about a year ago that her ID number and date of birth is incorrect, she has had to apply for a new ID and has been issued a new ID number, all details are still the same and it is still the same person. She informed Hollard of this last year and they requested her to send all documentation once everything was finalised. I sent all docs on her behalf two weeks ago with a letter from h/affairs, she phoned to follow up and was told the docs were not recieved. Recieved a call from a Leslie last week who requested that I sent the docs directly to him which I have. When my mom phoned again to follow up on Thurs last week, to her shock, she was told that she will have to payback premiums from inception of policy because now she is considered a new applicant. My mom was admitted that evening, her BP was sky high because as a pensioner, how can she be expected to pay back 2yrs worth of premiums? Out of anger, she opted to cancel the policy which means her money has gone down the drain. I need your management to contact me please, this is not acceptable and we are not taking it lying down