Poor Communication and passive system

I have been experiencing challenges with the Hollard Insurance, i have funeral cover with them, last month the debit order didnt go through, then i called them to tell them that after i checked my statement i noticed that the debit order ddnt go through, they said it hasnt show in their system that the debit order ddint go through, then i asked them to send me banking details so that i can make cash deposit, but i waited without any help, i was promised that they will send it via sms, they ddnt send me, now again this month it ddnt go through, i tried to send email asking that they submit the debit order but seem like there is no proper communication channel because until now i have not received feedback. i only want them to submit the debit order to keep my policy active because i dont want to experience problem when i need to claim during times of deaths. Please help