Liberty Life Policy lapsed.

I am so disappointed in Liberty Life. I had a policy with them and last year when I came back from holiday they told me that I am in arears with the premiums. I then paid the two premiums and send them proof of payment and from then on I did the same every month. August when I want to make my policy paid up I got a message stating that my policy has lapsed due to non payment. I said I want to make it paid up and they sent me a form to re-instate the policy. Kept telling them I can't afford the premiums anymore. Every time I send them an email they confirm receiving it, but that's where it ends. Then eventually I got an email with a form to request them to pay back my premium. Beginning December I sent them the form together with all the documents as requested. Then when I got back to work on 11 January I again received an email stating that they are still waiting for the documents. Now I ask you why do I get confirmation emails that they have received my emails but nothing has been done with my email. I want my money and interest and that will be the end and will definitely not recommend them to my friends and family. They just want your money and that is all. For one, why do they send confirmation emails to say they have received my email with my proof of payment if my policy has lapsed and secondly, why do I have to wait so long to get my money back from them. I am highly disgusted with their service.