Disgruntled long time loyal client

We have a funeral cover with Hollard since 2010. Last year in March someone from Hollard called and offered an upgrade to the policy which we accepted. So from policy 1 we moved to policy 2, 1 and 2 is for descriptive reasons. So have we been paying for Policy 2 ever since. In December last year Hollard Insurance deducted a debit order for policy 1 and not just once but twice. They debited my account without my permission and bearing in mind this was December. In January 2019 we made several calls from our cellphones to enquire what the debit was for and no one could tell us. We spoke to several people and no one could assist. After persevering we found out that Hollard Insurance did not suspend the policy 1 at the time and did not suspend the debit order system. They say they apologize for the frustration caused. They want to refund me the debit order and they don't even know it was 2 debit orders. They are blaming it on a System Error. Now on the contrary if my bank account had a system error and there was a lack of funds and my debit order was unsuccessful and supposedly I made a claim that following month - do you Think that Hollard Insurance will honor the claim. I don't think so. By debiting my account twice Hollard Insurance has brought Policy 1 back into force. On the schedule for Policy 1 is an Insured member who has become deceased recently before the December Debit order , so we are expecting Hollard Insurance to do the ethical thing and pay up on the policy. We have been contact with Elizabeth Makgale but after several emails we have had no response from her. I have requested for the CEO Saks Ntombela to contact me but I guess that he and his board of Executive Members are too busy to contact me.