****mers

My husband and I were udvise to combine our policies to one policy which will fall under hollard ,he was paying the premiums via persal . Last year june he was suspended at work for 3 months without pay we contacted hollard to let them know about the situation so that the can put our policy to premium Holliday or make an arrangement they said they will call us back but they didn't, I tried sending numerous emails but the was no reply only the automated reply was sent . Whe he went back to work September the premium was deducted again then October they they didn't deduct whe he went to their offices they told him 3 different stories 1: he canceled the policy 2 he owes R600 3 the policy has lapsed We then decided to take the matter to the ombudsman and their defense was that they sent us email to notify us about unpaid premiums but the email address they sent to is not my husband's or mine either. They also said that they communicated with the broker who also didn't receive any communication . They have our contact numbers why they didn't call when the first premium was not received, after paying our policy for more than 10 years and the money is gone just like that. Who's fault is it ? How come they don't communicate with their clients if they notice something wrong . I want answers or my husband's money