Telematics in car disconnected - Randomly tested and not working - Safety risk

I have been a client with Absa Activate for over 2 years faithfully having my insurance deducted etc. I have telematic in my car. I randomly would test and see if this unit works etc as we are working with technology. I tried for almost two weeks to test by pressing the unit in my car and no one phones me etc. I realized they not picking up the signal. I reported on three emails and few calls. I emphasised I am a woman driving and need this to work. Nevertheless I got on a call on 11 Feb with underwriter consultant and they discover the unit is disconnected and they not picking up the signal since 30 January 2025. My concern here is, is there no alert bell to see this abnormal activity? Then they asked me did I pay, how can I have a debit order 27th January that was deducted and she cannot see my account is up to date. I am not impressed with tardy response time. Its 14th today, I still have not heard anything and even followed up again yesterday. No response. Why is this not urgent, knowing all these facts?