Poor Service

I have had a green light Police for over 7yrs. I have worked closely with Nozi Mapolisa all this year, but now with my query as my FA she gives me attitude and tells me she can no longer give answers. I send her an email last week stating that premium was not deducted in December and January. they tell me the policy has lapse, which I have no idea why. I spoke to Nozi's PA and told me there was a guy working over December and maybe he could've created all these issues. so they said they will send form to activate my policy again, but I asked if this will not impact if I claim and they said no. I then asked if they could put in writing and that's when I was given the attitude. if its true that my polices will not be affected, and they said it over the phone, why the attitude if I asked that in writing