Not Satisfied with client service

Im writing this on behalf of my father,he retired in Nov 2017 from Correctional Service and due to the fact that his policy from old mutaul from his paysheet he had to change it to be deducted as a debit order from the bank,but the service at old mutual was so bad,he was send from Old mutaul to old mutual and did everything they said,due to their incompetence his policy lapsed and he was held reaponsible!!I feel he should not be held responsible this is a big company that shoudl look after their clients,that was part of my mothers money he assured her when he is no longer,no that its lapsed they told him he is losing everything,i feel due to the fact that its their fault for not changing it to be deducted from his bank straight they should re-imburse him all the installments he paid over the years!!cause now he paid for a policy for nothing!!