Paying your policy for 14 years - Absa do not know I have a policy

Claim for Burst Geyser via web claim process. They then send out a plumbing company to confirm that the geyser dis indeed burst. I have turned of the water supply of the house to make sure there is no water damage. Then the next day some one from Europa assist phones me on behalf of Absa to tell me I do not have a home owners insurance policy with Absa and therefore they can not carry on with repairs. I then phoned Absa and provided them with my policy number *** which a paid diligently every month for the last 14 years. They do not know what happened and I had to submit a claim again - they will contact a new service provider. In the mean time I must just live without water in the house. Fantastic service.