Funeral Policy lapsed

My complaint is about the Policy that I was told it has lapsed after I called the call center about the premium that was not deducted on payslip on the month of February 2020 since I have changed the Department, they told me the policy lapsed they didn't contact me either by cellphone or email informing me about the other outstand amounts on my policy and the amount that is being deducted is not a standard amount it changes, I asked them why they told me they were recovering the outstanding amount on my policy that's why n I asked them how come now the picy laspsed, n it was only 1 month that they didn't deduct on February 2020 I m very concerned is this is not the first time experiencing this even in 2017 I experience the same thing n they told me it was resolved, surprisingly as they are telling me that the policy lapsed on my pay slip the policy is continuing to deduct each month only February that was not deducted please help me as this is my mother's policy and its been years having this policy. No one contacted me after they told me that the matter is being escaled. THANKS MY CONTACT *** Ref of the call *** name Lisiwe Other Ref *** Clieod Elliott