Bad communication and customer service

I have been with Liberty Life for more than 10 years they last debited my account on the 2nd of September 2022 when I call to find out why they haven’t debited up to this day they say that my Life Cover has lapsed on the 30 of October 2022 No communication was sent about them not receiving any premiums for the month of October! How is this even possible when I have been paying this life cover tirelessly for more than 10 years without even missing a single premium!! Now they are even refusing to reinstate my premium