Funeral cover claims

My mother's been with Mr.Pice for years now and took out a funeral cover ...upon my brother's death we put in a claim and we told that won't be paying the out!!! With that said I requested all documents and recordings to be send ..whilst listening to the recording she Cleary ask the lady to explain and ask if she can speak Afrikaans and this lady said no!!! Bare in my mind my mom can't read nor write and this lady continued hearing that my mom don't understand what she's saying and she confirmed the sale. With that being said my Mom unknowingly agreed think that her kids are covered but no!!! Not explaining that no kids after the age of 18 will be covered nor a disabled child no follow up calls to ask if she's happy nothing she just kept paying now we told that the claim won't be paid out!!! They are quick to take the sale and make sure you pay on time but look now! The worst service ever!!! I would not recommend any of these stores to anyone nor their services...I suggest you ask questions before agreeing to anything!! Also what happened to bilingual call center agents?