BAD TREATMENT BY LAW ON CALL

I have the FNB Law on Call legal insurance and I am really disgusted about the service that I am getting from them lately. Last week I sent through a query on their email address (***********) wherein I sought advice on a labour matter. Whenever I send such assistance requests I include my ID number on the subject line. I received an instant email indicating that my ID number is required. I again provided the same information. I again received an email saying seemingly I have no policy with them. This is happening for the second time. They are debiting my personal bank account every month without fail and yet when I need them I am treated like an idiot. I am really disappointed about Law On Call.