Policy inactive while receiving the yearly increase

Good day Team I have policy with Diginity funeral cover more than 10years Policy no DF00216. The lady by the name of Rose and Glenda indicated to me the policy is inactive while I was receive a yearly update on policy every year To my surprised I contacted the office during December 2021 regarding the change of beneficiary where Ms Rose advice the beneficiary need to be 18 older . The matter comes to my attention on 03 August 2022 when I requested them to add my mother is where indicated my policy is not active since June 2020 , I need a letter that was send to my HR for cancellation of policy from deduction via stop order or letter from Dignity alerting me for non-receiving of payment from the stop order Mi so confuse upset crying thinking of the fact if I was passed away my family will be at in shocked to find out the policy is in active and it will be time of need Please help me this make me craze I have communication in this regard enquiring of changing beneficiary

Your assistance will be highly appreciated Regards Phumelele