Disgusting behaviour while dealing with a customer

My mom has a funeral policy with Sanlam she updated her details months ago and she request that the updated policy be sent to her she share the email address with them .Thus far my mom drove X3 times to their Wynberg branch and she was told that the lady that was dealing with her was not avail then she was on leave and today again she was out with the manager.Bare in mind my mom is 83 years old. My mom was advised to speak to a lady a Ms Joubert my mom advised the minute she sat down this lady started laughing the entire time even bending down lookin under the desk and laughing loud .My mom didn't understand why she was laughing and she felt upset as this Ms Joubert was very unprofessional .She was told that the policy will be emailed my mom waited a bit and she was told it will come though.She waited all day still no documents.Sanlam is a well established company why would their staff be so unprofessional laughing while customers is sitting there and making them feel so uncomfortable .I'm very disappointed and disgusted in Sanlam as a brand for lying to a customer and the manner in witch this this consultant acted while my mom was sitting there .Was she laughing at my mom what was so funny .My mom is a paying customer why is Sanlam not sending her policy .