Old Mutual refusing to reinstate a policy of their retired employee

We have been trying to reinstate this policy, everyday we have been told to submit the same documents, we would get a response after a month, when we call all consultants would tell us they don't see the documents, we then have to send again, this kept on happing until my mom was told that that she can't revive the policy because they didn't receive 6 premiums. In one of the emails I asked how much we had to pay, as no one would tell us how much to pay as everyone kept on saying they don't receive the documents while sending to the same email address we have been given. My mom paid for this policy since she started working for Old Mutual, now that she had retired this is how they treat her, after she served Old Mutual for many years, this is so inconsiderate, where do they think she'll get a life cover at her age? They have such bad service and they reply to email after a month and keep on requesting us to send documents only to come back and tell us it is late.

So we have all the emails we have been communicating with them asking that they reinstate the policy and they kept us sending us from pillar to post. We are submiting this to the Ombudsman since they are failing to resolve this issue.