Bad service

I opened a policy with old mutual in May 2021 and I defaulted in Jan n Feb 2022,so called month end March 2022 to pay the arrears, I was told to go the branch because they couldn't see my policy on the system, so they told me to go to the branch so I went to tshwane Mall on the 02 April 2022 and they also told me that they can see my policy as well and they will call me as soon as they see it, the next thing the consultant called me and wanted to open a new policy with me because they can't find my account, so called again at headoffice and was told that they saw my account and I lapsed on the 20th March and they will do a service request to reinstate, I haven't been helped ever since So now the sad part is that my grandmother has passed on and I cnt claim because of the incompetence of the consultants at old mutual,