Very poor..bag experience and loss of money

After years of paying a Hollard Insurance taken up at a PEP store...my mother of 76 Found out her policy has lapsed due to non payment.....Not to mention the month onnmonth struggle of paying the policy from the verious PEP store with rude and unprofessional PEP cashiers who would give her a hustle but she has kept going back to pay..sometimes goes to a store twice bcs the last time they gave her so story that they can not help process payment.....this time when she went for the second time to make a payment she was told policy is no longer active. we called Hollard tbfs and they asked for proof of payment.....the till slips that are faded ... Need I tell u for aslong as my mother has had the policy...there was never any form of communication...not even a text to inform of the premium change which has changed at least 3times ....now today we want to know how we can get a husstle free method of payment to find out pokicy lapse 3days ago...already last week we could not pay bcs PEP was acting up.

Having this policy was like torture each and every month my mother....and now all we need to know is how can she get all premium back