Duplicate debit order and lack of service

I have had policies with Hollard for years now, recently they double debited my bank account without any valid reason. I called my bank to reverse the duplicate amounts. Hollard then credited my bank account with funds which were not due to me. I sent an email them to arrange for another date for the debit orders to go off, which was done successfully. Now I have just received sms'es advising me that I AM NOT COVERED because they couldn't collect payment from my account. I have called the call center and was advised that everyone is at a conference. NOW I ASK: SHOULD I DIE BEFORE SOMEONE CALLS ME ON MONDAY, WILL MY FAMILY NOT BE ABLE TO CLAIM BECAUSE OF SOMEONE'S INCOMPETENCE AT HOLLARD?? I am really disappointed at the lack of service and sense of urgency. My bank account was a playing field for Hollard, had I not had enough money in the account I would have a bad record with the bank and unnecessary penalty fee. Hope I receive feedback before I die!!!