Rude Consultant not willing to help

A lady by the name Brenda Kanniepen was very rude to My mother and I and completely showed no interest of helping. My mother has been paying her Sanlam policy monthly premiums manually at the bank for the past three months due to Sanlam struggling to debit and we have been on and off telephone calls with Sanlam trying to fix the issue. When my mother went to do a claim on Tuesday 28/01/2020 the consultant just told her the account is in two months arrears she cant claim, we asked her to explain as the Oct & Nov had been paid at the same time, Dec Payment made by 24/01/2020. the lady was not interested in what we were saying but kept repeating the claim will not happen until the money is paid. we tried explaining to her that we spoke to the call center before making the payment to find out the amount owed and we paid the Subscription. it then seemed like the lady was now irritated and told us to go to the phone which she pointed while sitting on her chair, and told us to "pickup the phone and press 2 and speak to the call center agents and ask for an explanation" we said thank you stood up and left her.