Absa Idirect : bad service | lack of communicaiton

My husband has been a loyal paying client of Absa idirect insurance for more than 7 years. When I phoned on Friday (01/02/19) to make a claim, I was informed that our insurance was cancelled without any notification from Absa idirect? The customer service lady assisting me (who was actually very rude) informed me that due to our debit order that bounced, the insurance was cancelled. I have been trying to contact Absa idirect to find out why we have never been informed in writing that they will be cancelling the insurance – the insurance that we have been paying for such a long period of time? Because, if we knew, we would have definitely looked into the matter and made a plan for the outstanding payments to be done – but we were never informed! The lack of communication from Absa idirect is shocking, especially, if one has been such a loyal paying customer for so long. It is truly unacceptable.