No communication with the client

My dad has been paying his premiums for over five years now, only recently did he find out his policy was cancelled when he made payment and it was returned. However, no call was made to make him aware that there were some issues with his policy. To make matters worse, they sent out a policy summary without the liberty terms and conditions and when I asked why that was the case they claimed they sent that document via post. The terms and conditions was only sent after they had already cancelled the policy, I felt it was not necessary anymore. This has not only affect my dad financially but emotionally as well, because he feels he's being ****** of what worked hard for. I feel he is taken advantage of because he is old and illerate, and that is totally unacceptable!