Old mutual is unreliable and not efficient

my mom has a funeral policy with old mutual since july 2015, they have been deducting her account from her old pension money since then, in the past two months she did not receive an sms to notify her of the deduction, we tried to call them to no avail, they dont answer the phones, i sent them an email still nothing, do you think we can trust them in the time of need? they are not reliable so am afraid we will be left stranded when we need them most