Two Mountains and Hollard trying to **** rural pensioners

My pensioner mother has had a policy with Two Mountains underwritten by Hollard since 2018. She has been paying for this policy at supermarkets. She will get a message from Two Mountains thanking her for her payment. This month she decided to go directly to a Two Mountain branch to pay and check if everything is in order. She was told by a consultant that if she cannot produce three receipts from her last three payments she must consider that her policy does not exist and has to take another one. She has lost these old receipts. She is stressed because she has been paying for this policy for years now only to be told now that if she doesn't have receipts she loses out. The fact that Two Mountains thanks her for payment with messages, shows that all along the payments have been reflecting on their side with each and every payment, now they want to act like she has not been paying because she lost receipts from retailers where she has been paying. This sounds like an opportunity to **** pensioners like my mother, who do not have access to technology. I hope Hollard and Two Mountain use this opportunity to correct their behaviour and solve the issue involving my mother and every other pensioner in a rural area in the same situation.