Lapsed policy unaware

Liberty not updating records on life policies, my policy lapsed due to stop order not paid in time for two months, Liberty did not bother informing me that policy premiums are not being paid and the polich lapsed, logged a call was informed by consultant by the name of Nathi that proof of payment was recieved from employer and the person responsible to allocate funds is not at work, she promised that the call in escalated and she will share call reference and proof of conversation on email, 2days later nothing is recieved. My main worry should something happen to me now and the policy refuse to pay who will be laible ?? As this matter is not treated as urgent as it should, how many people their policies lapsed unaware because of someone who failed to populate information.

I expect this to be treated as urgent or will escalte to Obudsman. Beauty Nkanyane