is the service dependant on the manager?

my mom took out a legalwise platinum policy in which the contract said conveyancing is included at 60%discount. she had already consulted Legalwise and it was confirmed by Pule that conveyancing can be done once the house had been paid up, when she started to follow up the process she was told that Pule had left the company, the current manager would not be able to do that, now what I would like to know is if the service is dependent on the manager and not on the benefit that you are paying for, in such a case as the client she was even encouraged to pay the platinum cover in order to qualify for that benefit and now that she did that, the story has changed. I am now confused on what is the correct information, can someone please explain this process cleary and correctly.