Frustrated and waiting

My policy was under review and I’ve been waiting for a response and none. The money was deducted last month only to be reversed and they say there were documents outstanding. I’ve completed still no feedback. I’ve been a loyal client for long for me to just lose out on the money I’ve paid for so long. Can someone please just respond. I understand that there is no longer a department for green light but someone has to have taken over . This is so frustrating