Policy Revival Process

I have been trying to assist my +70yr old mother with Old Mutual policy premium payment/revival after missing 1 payment. Its +4months of back and forth which is starting to look like delay tactics so that they can reject the revival.

She goes to the branch to complete the forms and i try follow up with customer care via emails that all is in order. The customer care is sending us from pillar to post, are these people know meant to have same system they load the documents at?? Why must there be such miss-alignment