Not to be trusted

Hi I am using I direct insurance for 4 years I called them during lockdown to make changes then they pull the amount which we didn't agree on and the bank reject I was not notified then month end May I request proof of insurance from them they sand me it which shows that I am covered so this month I was involved in the accident I called them they assisted me to towe car to be assessed at panel beater by the assessor then the assessor request the proof of tracker and all documents needs so after that they told me my insurance have been closed in April I was not notified even when I called during May I was told that I am covered with proof of documents