Complaint for ****

I'm not pleased with their service we have been paying for a lapsed policy which we opened in 2018 but it lapsed in 2024 till now and we were not told that the policy has lapsed we found out last month but they've been taking our payments for 2 years which is 2024 till 2026, when we're trying to ask for refund they keep on making empty promises saying they'll refund us