Ridiculous service

After logging a claim for a damaged item, I was informed that my household insurance was cancelled and that I was not covered at all. I have no knowledge of this cancellation even though I've been paying my fees for the past 11 months. Furthermore, when I queried this I've had absolutely no help in resolving the matter despite phoning for four days, speaking to two consultants and sending a call request message via the app. This is disgusting and very disappointing!