Claim rejection

This is a review for the cash insurance consultants, Team Leaders and Management. I've had Insurance with them since 2017 November . last year May i took out a policy , they debited and the bank happened to reversed, i don't know how and there are dates were they got the payment, and there no proof of debit order since last year August. The 2 consultants i spoke to said the last debit order attempt was December. yet they say that once 1 payment is missed the policy lapses.i provided bank statements from May - December 2018 which the bank charges for as proof that there was no debit order from them since September 2018. They don't even notify the client that the payment is missed, even call. today because i wanna claim they telling stories , sending people with no information of whats going on to tell you that they say there's nothing they can do. they say i rejected the debit order , how does one do that or how does a bank do that because the only thing does is reverse the payment. I don't want stories, this are people that makes the Insurance industry look bad. I want to claim its either i pay the premiums missed then they pay my claim or unfortunately i'm taking this to the Ombudsman.