Cannot call and chat communication does not deliver results

My mom has had a policy( ***... this was changed and after that the policy seems to now start in 2018) since 2005 but a few months back was advised that she did not have a policy but was paying them R90 a month via Shoprite. The last few months we have been paying but are being advised now my mom is behind. I have been communicating via Whatsapp but they send me back to the shops to pay. One of the agent was very short when I asked for bank details. I want to know why my mom never received her policy via mail as I have contacted and asked numerous times over the years. Can someone in their leadership please assist as this is very concerning.