"WE NOT OTHER COMPANIES WE SANLAM"

I called to arrange a double debit collection for my life cover only to get an agent with a nasty attitude "WE NOT OTHER COMPANIES WE SANLAM" that's what she said when I asked don't you arrange for double debit order deductions over the phone. Now I'm sitting with a form I cannot fill in a lengthy and very confusing, why is it asking my policy number if I have inputted my ID number. This is the worst service I have encounter but the saying You will know the level of service you paying for once you need their assistance. If it was good service an agent would fill in the form while I'm on the phone and that is not a security risk as the call aids as evidence BUT I already got the response "WE NOT OTHER COMPANIES WE SANLAM" I guess I will have to go to the branch in this COVID. If it was not for the cash back benefit I would cancel this policy. Sanlam you are not assisting with you lengthy and complex form for simple things.