POOR RECORD ON POLICE

I when to hospital in 2018 i submit my claims they say i canceled..6 mouth after that when i ask my bookkeeper to go and do a assessment on my acc so we can bay a new vehicle i see that they still deduct the 2 premium of..the when i call them that say its canceled..I when to hello Peter and a lady call me saying that there is still cover on and she ask me to sumit all claim and she sent me a mail with the link..on then link i did attach all documents and dates and so on..Just se hear again from AIG claim department that there is no cover..So dodat again i receive a mail say3that there is no cover and they will not pay out the claim..They dont call me and tge 1 that sending me the mails just dont know what she is doing..Do i have to take the 2 claim number and go to the ombudsman