Complain about my furnela policy

I'm not happy with their services again . I wrote to Hellopeter last time about their services even now I'm complaining. I paid my furnela policy now I receive that my policy has lapsed . I even send them proof of payment on the 5 November. I don't know how they are operating. They even answered me via email that they received my proof of payment. So now how can it lapsed while they received my proof of payment