Bad service from Innovation Group

I renewed my policy in February with the Innovation group. It is now September and I decided to just confirm if all is ok as another company called me regarding my vehicle's expired warantee.

I honestly had no idea that my policy was inactive and that the innovation group had not debited my account. I am now trying to find out the reasoning behind this . Apparently customer care states they have asked the questions at the relevant division and they dont get feedback on the root cause. I tried to be put throught to complaints division and apparently there is no direct line and now I am awaiting for a call to be logged . These people at the innovation group have no idea what is customer service. And why is there no complaints divison direct line . Thats should be key to any business development and improvement.