Misled about waiver period

Customer service line not responding instead loosing all my airtime.....

My complaint my mom's policy was cancelled without her being informed. The main policy holder was my late father who passed away last year and my mother was told that a waiver period will be a year. The month of May 2018 was marking a year since we lost my father. She then visited the branch and was asked to bring death certificate. She stays far from town, so she informed me to make a follow up on Thursday 24/05/2018 on the policy. I was only able to get hold of the relevant department today (29/05/2018) and Tebogo (Agent in the policy department) informed me that the policy lapsed/ was cancelled in April 2018 due to non payment and I telling that it can't be reinstated except she starts as a new member.

I personally feel like is not fair because no one took an initiative to let her know.