Unprofessional

I wanted to ask them if it was possible to put my insurance on hold as I was retrenched. And I informed them to contact me via email as my phone doesn't work correctly. They just ignored me and kept on phoning. The system then canceled my policy without any consent from me. According to their system no premium was received. I have proof that a premium was deducted from my account. Due to their stupidity I have lost my no claims bonus that was supposed to pay out next year. If this is the way they treat clients who have been them for years. I don't want to know how they treat clients that have been with them for centuries