Worst experience at Assupol Life Pinetown

I’ve just had the worst experience at Assupol Life Pinetown offices. I had complained about my premium via email and I received a form to sign for a new premium but I couldn’t understand some of the things written there so I went to the office to get assistance. The lady said I should go and print then come back with the form, she’ll then send it to whomever sent it to me and explain why I was there. I don’t understand why Assupol put someone in the office who can barely explain the terms written in the form and why should I go to a Internet cafe to print their form?