POOR COMMUNICATION

I have car insurance with 1st for women and June 2015 I am supposed to get a 25% of my four years premium back when I phoned to confirm on the 22/05/2015 they told me that I missed the December payment and so I shall get it in 2019. I checked my bank statement for December and found out that I did not have enough funds for them. When they were supposed to deduct on the 15th and they again went to my bank on the 30th of December as per the system and found nothing. without communicating the matter with me they treated me as the new member in January and deducted R260 as joining fee and a premium of R430 as normal and since I was on maternity leave I never knew about all this. I am using my work email address and when they sent it as they claim to have sent it surely it bounced back because my mail box was full because I was on Maternity leave. No one phoned me to tell me about this and on the 22 May 2015 I enquired about the cash back and only then they told a month before cash back that I missed December payment.