Nedbank Insurance a no show up

Today 25/10/2025 I needed roadside assistance and called Nedbank insurance as from 15:07 until 16:03 on several occasions. All the consultants I spoke to including the last one who said that her name was Tamia Mangenene and could not give me a reference number for the call. I gave her my identity number, my cell phone number, my name and surname as well as my policy number and she said that my policy does not exist. I have been paying Nedbank insurance as from 28/06/2024. The other consultant told me to call the police for help. As I am writing I am still stuck on the road side and I would need assistance in any form to deal with an insurance as that collected money from me for more than a year and can't show up. Please anyone who can assist I would greatly appreciate