Old Mutual Flexi Fix

We are battling since June 2018 to obtain a copy of the T&C's for My Aunt's Late Husbands Flexi Policy. She changed her option from Quarterly payout to full due to the fact that she is an old age pension and unable to survive on her pension. She is behind with her electricity account with Johannesburg City council and they will not give her any grace she has to pay the full account. We notified them in June 2018 that her next payment needs to be in full. I am going from one consultant to another and repeating myself over and over again. August they made a early quarterly payment and not the full payment as requested. They say but we choose the quarterly which we did but wish to change at next payout. My case is constantly escalated from one person to the next. My Old Age Aunt who is trying to survive on a government pension is still sitting in the dark as electricity is now cut. They do not get back to me with the copy of the T&Cs which i wish to review as it never once stated we cannot change later to a full payout. This was the only policy that her late Husband has left for her and she is battling like anything just to survive. This is not fair this money does not belong to Old Mutual it belongs to the beneficiary who is my Aunty