Shocking, unfair and frustrating treatment

Yesterday when I was going through the status of my policies, as I normally do every 5 months, I discovered that Hollard stopped in April 2026 to deduct my funeral policy (Without any alert from Hollard) I have with them since 2017, for my cousin. This morning (9 Sept 2026) at about 8h12 am I contacted Hollard. I was assisted by a Consultant who was very arrogant, who did not wait for his turn to talk, who told me that I am a bad payer in this policy. When I told him that I received an sms in mid-April 2026 informing me that my debit did not go through and that Hollard still took two premiums at the end of April, on the 28th to be specific, I was then convinced that the policy is up to date, the Consultant told me that there is nothing he could do I must send an email to sales, without any proper explanation of the process and what this means for me as a client. I had to ask questions like, what must the email say, what does this mean for me and the status of the policy. He ended up saying there is nothing he can do. I am very much disappointed with this comment and treatment from Hollard. I feel like I have been treated unfairly. I have been Hollard`s client since 2016/2017 and I do not expect to loose my policy like this. My policy lapsed Without any alert from Hollard that my policy lapsed and I am no longer covered. I was going to accept this situation if I had received a communication to this effect after Hollard deducted in April. I then requested the Consultant to check if Hollard did send me a communication that my policy lapsed and send me a proof. he just played music on my ear without asking me to hold the line while he is checking. I held the line for like 2min. He came back to say I received the sms in September. I then again told him that I did not receive any communication in Sept from Hollard informing me about a lapsed policy. He argued with me and ended up telling me that I deleted the sms. I still maintained that he must send me the proof through my email on my profile. I still do not have that email. I want to put on record that I was never notified by Hollard that my policy lapsed and I am no longer covered, after Hollard deducted double premiums end of April and I do not accept the fact that this policy lapsed without any prior notification. At no point after April 2026 did I receive any written, telephonic, SMS, or email communication advising me that my policy was in arrears, at risk of lapsing, or had been cancelled. This lack of communication has left me without the cover I have been paying for and relying on for so many years, which is both distressing and unacceptable. As per the Policyholder Protection Rules under South African law, insurers are required to provide clear and timely notice before a policy is cancelled or lapses. The absence of such notice in my case constitutes a breach of these obligations. Thanks.