Sanlam is Cruel and Callous

Sanlam recently informed me that my mother's life insurance policy was cancelled due to failing to pay premiums for longer than 6 months. Initially my mother had missed two payments in December 2024 and January 2025 which, after a visit to the local Sanlam branch in Queenstown in the Eastern Cape and as advised by the Sanlam representative, I then made a payment to Sanlam to cover the two missed payments. What we were not informed of at the time is that the automatic debit order linked to my mother's account was cancelled and Sanlam stopped debiting the monthly premium which my mother, due to her old age (73) and medical condition (Diagnosed with Dementia), didn't pick up that Sanlam had stopped taking the premiums. If we had been told by the Sanlam representative, which that person failed to do, we could have resolved the debit order issue. Sanlam then claims that they had communicated several times to my mother with respect to the payments not being made manually to the point where they cancelled her life policy. Sanlam does not want to take accountability for the representative who misinformed us and don't have a care in the world to assist with resolving this issue despite of being told of my mother's age as she is a pensioner and her dementia medical condition. This issue could've been resolved if we had obtained correct information from our Sanlam visit to the local branch. After so any years of being a loyal Sanlam account holder Sanlam has displayed a considerable amount of carelessness and callousness. I had no idea that Sanlam could be this cruel despite such continued loyalty from my mother. I will end here, thank you.