Delaying reinstating Greenlight deliberately

I think Old Mutual is deliberately doing the same with all the old Greenlight policies my husband has been paying for his Greenlight for over 12years and changed the employer so in the midst of changing debit order dates with Old Mutual they happened to not get 2 premiums because they kept on debiting on the wrong date, he's been in the process of reinstating the policy for the 4th if not fifth month now everytime he calls they ask for the same documents over and over again, old mutual is no longer the old trusted insurer they are now ****s, I'm sure the delay is purposely because they want to say it's over 6months therefore they can't reinstate which means all 12years he's been donating to Old Mutual