this is just bad and its the 2nd time

i thought i was getting a good service from Princess, only to find its just a mess that she created - i missed a payment and when i called to make arrangements/reinstate, princess gave me a whole new 1, after she confirmed that i can make arrangements/reinstate - now i was asked to send inspection photos again - she promised to do it then nothing - a day later i find that actually, my actual policy is now cancelled and when i check the policy number its a new one.... i sent her an email asking this and nothing - can someone please give a call and help fix this