Disappointed and *************

I've have been paying my dove funeral policy going for 11 years in year October the 22nd to be exact they have failed to inform me that my dove policy premium has increased because they use to send me SMS stating that my premium will go up but because I've lost that number and got a new one they have failed to contact me via my work number which they have but tells me over the phone that they dont and ive got my proof now when I call to see if my policy is still active cause I haven't heard anything from them for a while now and I decided to call them just for them to tell me that I'm in arrears by R1361 but I've been paying all this time and if they have received my payment for so long why have they not tried to get hold of me to inform me that I'm not paying the correct amount and if it continues my policy will go into arrears they evan told me they would call me back but they haven't