Lapsed Policy without formal Notification | Metropolitan Funeral Policy | Policy number FF***

I am writing this email with so much pain and sadness.

I have been a policy holder with Metropolitan for the past 3 years, since July 2014 and I have learned that my policy has lapsed on Monday the 4th when I called to inform them that I have changed my banking details and to claim the death of my 5 year old dependant, Phenyo Matshidiso who passed away on Saturday the 2nd of September 2017 ( Natural death).

The consultant I spoke to Esme Vander Haar informed that my policy have lapsed as ive missed July and August payments. I told her that I am only aware of the premium that wasn’t debited on the 31st of August due to me changing banking details. Esme told me that they sent notification of lapsing policy and that they did not receive July premium and I told her that no, i have not received such. Requested her records of them sending me notification and they did not send me.

Metropolitan never informed me either via email, sms or telephone call that my policy is about to lapse.

I am very sad that I have been very loyal and I am failed by an organisation I trusted .

I could not just ignore such important thing and am sad that this is happening when I need their help most.

Below is a screenshot indicating a debit order processed.

My concern is I have never received any notification, call or email about my policy lapsing. I only learned of such when I called to report death of a dependant and bank changes.

Please please help me 

My information is as follows

Bongani Pholele ********** 522 | ********** | **********