FNB Short Term Insurance

I registered a bond with FNB in 2023. I was contacted by the Short Term Insurance and it was confirmed that the bond will only register once I have Short Term Insurance. I confirmed via phone (which was supposed to be recorded) that the premium must be made annually (from the bond account). This was confirmed and agreed to accordingly. The short term insurance account still reflects as active under insurance (for R3.2m) on my FNB list of accounts. I am even sure I received E-bucks for taking the insurance. Today, I want to submit a claim - as our geyser broke. Once I cant log the claim online, I go onto the secure chat. After being sent from pillar to post for about 20 minutes --- it is confirmed that my policy is cancelled. I asked by who, and they confirmed it is due to non-payment. I am informed that they tried to contact me (please note that I receive A LOT of calls from FNB in a week --- some of them trying to upgrade my account). I also work in a warehouse, where the signal is not that great. My question (on which I am still waiting for an answer): 1. Why is still showing as active on my list of accounts (I even took a photo, as I am scared they are going to take it down). 2. The bond is registered under my husband (JJ Kerry) and my name --- why was he never contacted. 3. The payment is annual and was agreed to be deducted from the home loan? Why is this not done? 4. How can FNB home loan just allow this insurance to be cancelled (as it was a requirement before the bond register)? I have then not submitted any proof that I have insurance somewhere else? I am still waiting for an answer or feedback? What if my home burned down? Was it as simple as FNB to just shrug their shoulders and say - we tried to contact you?