Communication is KEY

So after all this back and forth only to be told by them sorry it policy has lapsed but they asked all for all paper work apparently I was send a Sms to notify my which I ddnt receive only a urgent msg with reference number that I must call them as they could not get hold of me, I renewed my policy but will not get a payout as it lapsed the day my husband was admitted and after all the calls not 1 consultant informed me about the lapsed policy, PPL BECAREFULL CHECK UR DOCUMENTS