Terrible Service

I have been with Moment insure for at least over 3years. During this time I can only recall 1 claim for windscreen. A week ago we had an accident, we were only women, around 6.18pm on the highways when I made my 1st call. I was told my policy is inactive and no help was offered. I called in Monday as that is the only time someone can explain why my account was inactive. I was told then there is nothing wrong our policy.....I immediately asked for a manager and I am still waiting on feedback as to how is this even possible!!!!! UNBELIEVALBLE