Lapsed policy

I had a policy that I had been paying from 2018 November... I went to one of the branches in Germiston, The Ridge if I remember correctly to enquire about my policy, they told me that it had lapsed.

As far as I know as a client you are supposed to get an sms notification about unsuccessful policy collection off which I didn get. I was in hospital for months, so I didn have access to my account but what I'm sure of is that I made sure I had money on the collection date, as my pension is deposited into my capitec account whoever Capitec decided to stop sending for my premium collections. So when I went to the branch I was told that there's nothing they can do to help me, in terms of reinstating my policy because "I'm too old", and that wasn't my fault. I took up the policy while I was still within the "right age" and now I have lost R539.60* +/- 30 months.

My problem is that, I wasn't made aware of the "missed premiums". And my other problem is that, the lady that was assisting me with my enquiry didn't even give me other options, as to when I wasn't satisfied with what she told me, I could maybe contact client care. I only found out from a friend recently that I could contact client care.

I need assistance with this, promptly please... If my policy can't be reinstated because I'm too old, then can I kindly get my premiums back then. It makes no sense that we don't get full information from the bank that we trust with our monies, then suddenly we are "too old" to be helped.

My details are as follows : DN NQOTO *** ***