No notification

Good day i have policy with doves if i'm not wrong from 2015 i didn't see any debit order notification for November than i phone dove on the 3rd of December i spoke to one of the agent he told me your policy has lapse and ask how he says we didn't receive any payment for August, September and November i must send statement to they are collection department i didn't receive respond i phone again after 7 days them i spoke to the she says to me i must first go to the branch to pay R340 before the policy can be open again why do i have to go to the branch for re-p-opening of the policy this is the first time since doves moves to 360 normal i get sms if there is something wrong with my policy I'm not happy with they new service