No response

I have a policy through Clicks underwritten by Hollard. I called them giving my new bank account details as well as requesting their bank account details so I can make payment as I was behind with 2 premiums. I sent proof of payment on the email address provided by the consultant and sent bank details on another separate email address that was provided. They didn't debit my account and they've now sent me a letter telling me that my policy has lapsed. I have sent emails to which a response hasn't been received to date. I'm willing to take this to the ombudsman if not resolved.