Bad service. Dont use Sanlam

My wife had a policy for over 5 years. She app**** for a holiday plan last year before she went on maternity leave and was given the forms of which she completed and sent back. This year she wanted to add another person and that's when she found out her policy lapsed and according to the consultant an email was sent that policy lapsed of which she never received nor was there any communication. Consultant say she must pay 6months arrears in order to activate her policy

To add she also had a sanlam loan of which it was paid off and been paying for it and yet no communication that her loan was paid up.