Policy Lapsed with no information

I have a policy with SA funeral where I covered my whole family which has since been taken over by covision. I joined about 3 years ago where I have gracefully paid my premiums as arranged by debit order every month on the 25th. This policy has since been worrying me because of the silence as in no notifications, phone calls, e-mails, nothing but eerie silence about the policy. I called the BFN branch yesterday because I suspected that there was some premium that went unpaid in October and just wanted to verify whether everything was in order and make payment arrangements, then I spoke to this unprofessional lady by the name of Malefu who told me that my policy has lapsed due to 5 missed premiums that she was unable to explain which months they fell on. She mentioned 21 Oct, 01 Nov, 02 Nov which really does not make sense to me then she referred me to their contact centre. I called and spoke to Monica who let me hold for 15 minutes waiting for a consultant to assist me to no avail who then took my number saying she will get someone to call me which did not happen. I called again today & spoke to Lesego who placed me on hold for 20 min until I hung up. I am very disappointed