Bad service and process handling

My policy was cancelled without my knowledge after 1 missed premium even though their own schedule says 3 consecutive premiums. There was no attempt to recover the premium, no communication sent and they claim they did. I was hit from the back on a brand new car and now they using whatever they can to not replace my car. I was insured by them from the day I left the dealership. They could not locate my car even though it was towed by their approved service provider. During a traumatising life changing event I had to make all the calls and eventually my car was towed to their yard. Someone eventually assisted me with a reinstatement after 8 “their working hours” and I was told I was not covered at the time of the accident yet they were not available to assist me to help me understand what is going on with my policy. None of the rules/rejections they coming up with now is in my policy schedule. When I asked about a courtesy car I was told it’s an added benefit, yet no one even offered this to me when I 1st took out the policy, a new comer from outside. I am in customer services myself and the way they handled this claim is a -0 rating from me. I am just sad that I didn’t read up on all the other reviews before signing up with them as I have come across only bad reviews. I have now lodged a complaint with the ombudsman and just wanted to share my horrible experience with them. They supposed to look out for us “woman” yet all they have done is added to an already emotional and traumatising experience