SANLAM INDIE has really let me down...why do they SCREEN RECORDINGS BEFORE SENDING THEM TO CLIENTS?

I just to want warn South Africans out there to thread extremely carefully when dealing with Sanlam Indie Agents. Do not take it for granted that just because they are trained, therefore they are COMPLIANT with SA laws governing Long-term Insurance Act, 1998 (LTIA) for life and investment products. Sanlam Indie promised me R3 million life cover including immediate funeral members cover at +- R850. I was at the time covered with another insurer for R1.9 million cover including immediate family funeral cover at +- R750 Sanlam Indie agent DID NOT tell me that the R850 only covered my life cover NOT THE IMMEDIATE FUNERAL MEMBERS COVER! They didn't tell me the total premium would be R1152.34 as opposed to the +-R834 we'd agreed to on the phone with the agent. Now I'm requesting the recording of our conversation, Nontsikelelo M tells me "KINDLY NOTE THAT THE CALL NEEDS TO BE SCREENED BEFORE WE CAN FORWARD IT TO YOU" AND MY VERY OWN TICKECT NO. IS 'Ticket: 339905' WHY do these companies NOT TELL US THEY'LL 1ST SCREEN CALLS TO PROTECT THEMSELVES BEFORE MAKING THEM AVAILABLE TO CONSUMERS?