Where is humanity in South Africa!!!

Disappointed!!! My granny is been paying for martins services for 19years,when they change their policies they didn't notify her that she needs to change to another plan they only told her that she will get a R4000 funeral, she won't even get a cash back from what she was paying for 19years,when we go there yesterday they said she won't get the money martins is not a savings account, Where is humanity in South Africa now they rob old people....