Paying for a non-existing policy

We have recently tried to request an updated policy for my in-laws' building (home) insurance, but nobody is able to find the policy or my father-in-law's ID number on the system. The last policy schedule sent to them was 2021 - so there definitely WAS a policy. They pay every month, has a yearly increase, but no policy? After endless efforts to find out where the money is going and what happened to the policy, we still don't have an answer. Different people have been contacted, but nobody can help us. WHERE IS THE MONEY GOING?? I'm taking this to the ombudsman because this is unacceptable. What if something happens and they need to claim, just to realize Hollard won't pay out because they can't find the policy.