Hollard, debits stopped October! No policy found, no responses—house insured? Who pays?!

Debit orders went off until October. No debit orders went off end of November or December. Not getting any feedback on email or by telephone, even being told on the phone that they can't find a policy with my father's details. Contacted another broker who works with Hollard, said he can't find a policy in my father's name. I have one question: Is the house insured and who pays when something happen because of poor client support from Hollard.