Daylight ******* and Lack of Accountability

My aunt has had an account with jet for years. She opened a policy with Hollard through her Jet account. She paid her account to full but continued paying the R540 that was her installment with her Hollard premium. She recently got a message from Jet stating her policy is going to lapse but she has been paying. She went to Jet Stores in Nonesi Mall Queenstown and she was told her account is in arreas with R12 000 and also that Hollard is no longer affiliated with Jet. Why was this not communicated by Jet or Hollard people.