bad customer by FNB Law On Call insurance

Some years ago I took a legal insurance with Law On Call which is a FNB product. Over the years I used the product by sending through claims via email. The emails are often cited with my identity number and they always respond. However during March 2020 I sent through a legal query for assistance and they responded weeks later by asking me for a policy number. Honestly I cannot recall my policy number in that such was never required whenever I sought help. I responded to this late request by indicating that I do not have remember my policy number and request that they should search my details through my identity number. Shockingly I received a very disturbing response saying " Do you have a policy with us? ". This is really bad customer service as in the past such a policy number was never an issue. I need legal assistance and I am paying every month. This was a request that was sent in March and to date I have not been given the assistance I need.