Response and service not acceptable

I joined Group Scheme in the early 90s and Accidental Disability since early 2000. And as I was reviewing my policies and sorting out certain things I needed my Disability policy copy and could not find it. I called OM for a copy and to be to be told that infact your policies lapsed. I asked for customer servises number where I could speak about all my policies including the Group Schemes funeral policy. I was told my policies lapsed I asked how can I have atleast received anything or communication of notice for this and they claimed that they tried to call me but my phone was not working. They say they sent notification and were not clear where as I never received any email. I even went through emails after my conversation with them and the last email I have from OM was in 2015. Even the email they promised to send to me during that call I still have not received. When I asked that my policies be restored they said they cannot it has been too long. The service I got at OM even on this enquiry was appauling, the 1st person I spoke to asked me for the Financial Advisor that helped with the policy and I could not remember I mean it was over 20 years ago. He told me that he can do me a favour and check....I asked what does that mean.....does he not work for OM . He said yes but not obliged to help me. Fast forward to when I got the number to speak to Customer services, after hearing that my policy lapsed and cannot be reinstated I asked to speak to a Manager. I waited on my cellphone listening o their music for about 10 minutes then the consultant came saying there is no Senior person to talk to me. I said to her this is a problem, I am looking for someone to discuss this serious issue and Management is not interested. After 20 years of contributions they dont care at all. To me it just really showed that there was no communication about this the mere fact that they didnt want to deal with this matter. If I was calling about taking a loan or policies I am sure therewould have been someone available. I am appauled with this really and I would like OM to reinstate my policies or give my contributions back.