Policy paid over 14 years- dropped like a hot potato in my time of need

Been paying from around 2008, only claimed once in 2017 when my father passed away. Had difficulty last year and couldn't make regular payments. They called and said my policy is in areas, said I'm away and will work on it as I haven't been working. I asked if there was a way we can work it out. The agent said yes you can push them when you can but they will deduct them when I put a claim. So I was happy with that been Paying and recently they told me I owe 2 months and should make sure I pay every month otherwise my policy will lapse. Fount a job in September and kept paying. Then of of my policy lapsed while the other didn't. I pay them same day and same time when I can. Last payment was in August, got the sms thanking me for my payments. September when I paid. Was told one of them has lapsed. How? What happened to you deducting the areas when I claim if I hadn't caught up. I'm really Disappointed and feel let down. I trusted them as they worked well for me with my father but whatever they are doing now is just ********* and have lost that thing that had me consider them in the first place. Just because you struggling a bit. They will dump you like a hot potato. Wouldn't recommend them at all. Wasted so many years and they drop me when I need them the most over a few months without even trying to help. It's like they were waiting for me to go through a rough patch so they can ditch me. They have had enough of my money.