Pathetic level of service received

I took out a life insurance policy for my mum about 20 years ago, and without fail, every month by latest the 05th of the month, the funds have been made available to debit for said insurance. Much to my consternation, upon checking my bank statement, I discovered that the debit for December 2019 was rejected, even though the funds have been made available. As per the bank statement, the funds were made available but was rejected. What appalled me further was that there has been no written or telephonic confirmation informing me that the debit for the month of December did not go through. Only upon checking my bank statement and then contacting my broker, was I advised that the policy has been lapsed!!! I am utterly appalled at the pathetic lack of service rendered to me, as I have been a loyal client for about 20 years. I presumed that being a loyal client for so many years would have afforded me the right to at least a written confirmation informing me that my policy was due to lapse so that I could have taken steps to rectify the issue, however, as I stated, this is clearly not through any fault of mine or my mum's, as the funds were available to debit. I demand immediate reinstatement, as I have been treated unjustly and poorly, and this in turn has given me a very sour experience with Hollard Life. I have been given no regard as a loyal client, and this angers me to no end, as even though I am currently unemployed, I have always ensured my mum's life insurance policy has been up to date. Please ensure this issue is rectified immediately, as I will be contacting the Ombudsman regarding this blatant disregard for me as a client, and the unfair and unjust treatment I have been subjected to. I would also like to state on record that the level of service received from the call centre agent who attended my call was pathetic. I requested to speak to a manager regarding this matter, and she informed me that ALL of the managers in the Client Services Department were in a meeting from 8am until 10am every single morning! How is this possible? What could possibly be discussed for a minimum of 2 hours for 5 days, every week? Was there no other manager available to assist with my query? I am extremely disappointed by this pathetic lack of service I have received. I demand this be sorted out with immediate effect, as I will be contacting the Ombudsman for further assistance regarding this issue.