Policy lapsed in the hands of incompetence

My funeral policy has lapsed because I have not been able to get a statement from abacus since December. I've sent a mail. I have called with no luck of getting a consultant on the phone or if I do the consultant sent me an incorrect statement. I am unable to make payment because the PEP stores do not have the system that shows you what you owe but only what you have to pay. I have lost months worth of insurance money and I do not think it is fair after the countless attempts I've made to get assistance on this matter