Absa cancelling my life policy for no valid reason

I am extremely disappointed with Absa. Because I have a Absa Life Insurance Policy which was taken out when I got a home loan with Absa and I have been paying it continuously even when I went under debt review. The problem I have is that I put in a claim because I am chronically sick and according to the policy conditions I meet the requirements for said claim. Then I phoned last week to claim from the Home insurance policy for geyser that burst, and accidently I gave the Life insurance policy and the operator told me that the Life insurance policy collapsed due to non payment, but my bond installment was up to date, and the bond and the life insurance is ONE payment. And I emailed various Absa departments to try to understand what has happened and remember I'm doing this while I'm chronically ill with a weak heart and this sort of stress is extremely overwhelming me.

It is so convenient for Absa just to let my policy collapse without notifying me, and even when I phoned a couple days again after no response from the email I sent, the new operator said that she is so surprised at what is happening to me and said she is going to escalate the matter and still no response from Absa.

Remember I am living on a SASSA disability, I have 1 kid on school still and another kid who is 3 years old that still depend on me including my wife. I for the life of me don't understand why Absa has taken this route with me. When I claimed I had all the supporting documents, my entire medical history which included my 2 heart attacks, my operations that was undertaken when I was extremely ill and I was chronically declared ill by the doctor in writing and I used this to obviously apply for a SASSA grant and subsequently for the ABSA life insurance claim. I done everything in my power to communicate and resolve the issues, even driving numerous times to the branch, the countless phone calls and the emails. I am fed up with this *********** way of dealing with me and I personally feel very aggrieved at this whole situation.