Disappointed client

Im so disappointed!!I have a funeral cover since 2009 however i went to the hollard branch to find out with regards to my cover i was told it lapsed

I asked them why didnt they informed me they told me they called me but no email or call received from Hollard

I have asked if i can reinstate my policy they said no i cant i need to open n new funeral cover!

I mean what happened to all my funds which i have paid and i have never received any cash back and it was part of my benefits!

I need answers because i can't just let my money go to waste and not have a funeral policy