Absa Life sucks! And I need an URGENT answer

I've just called Absa Life (***) to check on why my life cover premium has sky-rocketted without anyone making contact to explain this... Princess took my call and told me that I don't have an existing cover with them. A debit order runs every month to the tune of almost R1K, yet this lady tells me I'm not on their system and readily hangs up the phone that I should provide a policy number? I am appalled and flabbergasted!!!!