Poor service from Metropolitan regarding funeral cover for Lisbeth Sithole

I am writing on behalf of my mother Lisbeth Sithole. She had a funeral cover with Metropolitan and because of COVID-19 she had to stay a home as she is over 60 years. She works at a hair salon and her employee didn't pay her for the time she was at home due to lockdown. Hence she couldn't pay her funeral cover for 3 - 4 months. As soon as she started working again she called Metropolitan and made an arrangement to make payment so that she could be up to date with her policy. The lady that was assisting her gave her the banking details that she must use to deposit the outstanding money. She then called again after a few days to make sure that they received the money and they confirmed that the money was received and that her policy would be reinstated. She asked if the debit order would continue since she had made payments and they said yes. When the debit order didn't go through she called again and they said she needs to arrange with her bank coz it was a stop order and not a debit order. She went to the bank that she banks with and they confirmed that, that was incorrect as on their side it clearly shows that she paid via debit order so she needs to ask Metropolitan to reinstate the debit order. She called Metropolitan again to arrange for the debit order to be reinstated and the lady that was assisting her telephonically did that and she said that the debit order would now continue in January 2021 as the system shows that she paid forward. In January 2021 she received a letter saying that payment for December 2020 was not received and that her policy was not up to date. She went to Metropolitan offices in Springs, Ekurhuleni and they informed her that her policy was not reinstated as the system shows that the policy has lapsed. She was then told that she needs to call head office and make and arrangement to reinstate the policy. She called Metropolitan again and the lady that assisted her said she would request for the policy to be reinstated and that she would then receive a call or an sms informing her how much she would need to pay so that her policy could be up to date. Today she called Metropolitan to find out what's happening because she hasn't heard anything from them. She was assisted by a guy who informed her that her policy could not be reinstated as she had 3 months to pay the money that was outstanding and since she made payment after 3 months the policy can't be reinstated. After so long now they tell her that her policy can't be reinstated. She couldn't pay because she couldn't go to work cause the country was under intense lockdown and she had been paying the policy before lockdown.

she has been paying this policy for years for Metropolitan to just say the policy is unreinstatable is unacceptable.

What was she supposed to do all these months she has been calling and nobody told her this from last year now suddenly she's been told this.

Didn't our President ask that companies should give their customers a waver because COVID-19 has put people in difficult times. Her cellphone number is *** and her ID no: ***.

Can somebody at Metropolitan please assist my mother to get her policy reinstated as she can't just lose all that money she has been paying for years.