Poor communication

Hollard are not reachable when need assistance, my debit order didn't go through this month on my funeral policy, I sent an email asking them to resubmit the debit so that my cover stay active but until today none assisted me or bother to call to help. I am worried now that my cover may be affected if something bad can happen while the payment didn't go through. They do not reply emails and telephone calls is too expensive because it's a customer care, mean il be transferred there and there.