what about hes. money?

My grand father had insurance with them since 2001 then he was called a week from now telling hes insurance was closed from 2013. It lapsed and he has to open new one, first of all did you bother to call this old man wen you see no payment in, within that for days they talking about,secondly don't you think if he got that letter you say u sent him and he wouldn't get back to you, this man is old witch insurance will take him now? And you knew all of this but you waited for the whole year to inform him? Now he is stressed sick because of you people i will make sure no i know will open insurance with you, could you do this to your own grandfather you refused to talk to me because you want to tell him big words he wont understand,he trusted you hollad with hes money to insure him and you couldn't do that..... I will keep calling them til the manager talks to me