Bad company to trust

On mid September I took a cover with one plan insurance and on the 11 October I phoned them regarding the cancelation everything was agreed and the last day of the month (31 October 2019) but consultant that was helping capture the information wrong, thandi the lady who was helping me got the date wrong she canceled it on the 11 of October, I noticed that when I wanted to use the app, the app kept kicking me out. When I phone them I was told my policy has been canceled, all the emails and the telephone conversation proofs that my policy was suppose to run till end of October and I paid the the full amount. They said they cannot reinstate the cover they can refund me, but I claim that I submitted and these a third party involved. They committed the mistake now I have to pay for their mistakes. As far as I know I was covered they didn't even send me the email to let me know that I was not covered. They've listenedand saw the emails but still they wanna send me review application form, for what? They smust deal with their stuff, now I have suffer because of them. For those who wanna use or still using them must be very careful. You rather pay little more somewhere else than using this guy's, their ***********. Now I have take matter to ombudsman for simple matter like this. How can we trust this company with our valuables. Even their managers can't commit to solve the problem.