Policy review

I recently checked my bank statement, and found that dial direct deleted a higher amount then normal, then I called them to enquire about the debit, I was told that my insurance has been reviewed and I asked why was I not informed of the review, they told me the email was sent on the 23 May 2020 , I told them I never got that email and I asked them to resend the email , the lady who was helping me said the system will send me the email during the course of the day (16/07/2020) I haven't got that email even today. I also asked if they can call me the next day (17/07/2020) so that we can discuss the review, guess what I never got a call from them.