Very bad customer service

I had an FNB insurance from last year, never missed an instalment, ever. Recently (+-3 months ago), I saw an IWYZE debit order, considering the number of bogus debit orders I have had in my personal & business (FNB) accounts I just reversed & stopped it without enquiring what is it for. I only found out when I was asking for my policy documents last week that my insurance was cancelled due to non payment. When I enquired as to how, because I have never had a returned debit order nor cancelled my insurance, I was informed that it was the IWYZE debit (the one I cancelled not knowing that it was my FNB insurance). I enquired as to why I was not informed that FNB insurance was now IWYZE, I was told that I was sent as email, the email that I never received. The most shocking issue here is the behaviour of the consultant who took my call, never apologised for the trouble or showed any sympathy for the shock of not being aware that I was not insured all along, I mean, I drove my for 3 months without insurance, and this is a new car