No service received

I have a funeral policy with hollard which I do the manual payments on it, in November I have financial problems I could not pay however in December I paid 1 month premium so that my account doesn't lapse and I called the call center to make sure that all is in order and to make arrangements for the up coming months and how I'll pay to make sure I'm up to date, I wasbtold that I'm 4 months behind and when I advised the lady that I have been paying I was told to send proof, I email the collections department on the 22nd of December with the proof till to this day I have not received feedback with regard to my account instead I got an sms that 1 of my polices have lapsed and when I request for a call to get clarity and to make arrangements their consultants call and hang up when I answer their call.

I'm very disappointed in Hollard.