Unfair treatment and terrible customer service

On behalf of my mother who is pensioner who has been a member of KGLife for more than 10 years and paying her premiums monthly without fail. It happened that in June 2021 when she went to make payment as usual in their offices in Mdantsane she found that there offices were closed and no forwarding address was in place for her to make payment. She was surprised to receive a message on her cell phone number telling that her policies have lapsed. Upon enquiring using KGA's whatsapp number requesting to pay the previous premiums she was advised that they do not reinstate policies. I found this to be very unfair and unprofessional as they have a record of her paying consistently . She did not pay out of her fault, its their offices that are closed with no forwarding address. How must an old pensioner be assisted in a situation like this.