Lapsed Policy

Good day, I am writing on behalf of my mother, who has been a loyal customer of yours for more than 15 years. Yesterday, we contacted your offices to inquire if she qualifies for cash back, only to be informed that her policy has lapsed and cannot be reinstated. This came as a complete shock, as my mother has diligently paid her premiums for years. She is an elderly woman who is not well-versed with technology, and at no point did she receive a call, SMS, or any notification to advise that her premiums were not being debited. As a result, she was completely unaware that her policy had lapsed. The situation has caused her immense distress, as she trusted your company to manage her policy responsibly after so many years of loyalty. It is deeply concerning that no effort was made to reach her before allowing the policy to lapse. I strongly urge you to review this matter and provide a solution to reinstate her policy. After more than 15 years of commitment, surely something can be done to resolve this situation fairly. I look forward to your urgent response.