POLICY CANCELLED WITH NO COMMUNICATION EVEN THOUGH PAYMENTS ARE UP TO DATE.

I am absolutely livid with one plan. I've had issues with them in the past and decided to still stick with them and give them another chance but this is just completely unacceptable. I have pet insurance for my dog for almost 3 years with them and I pay every single month and I am up to with all my payments the lates one being the 30th December 2022 which they sent an sms like always saying thank you payment has been received. Infact I am in credit with them as I do a manual payment and pay abit more to round it off.

I got an sms this morning saying they are going to deliver my new card as the old one expires at the end of this month but on the sms they still have my old address so I called them to change it to my new address. Then I asked them to please add banking details and start debiting my account from the end of this month as it will be much more convenient than me making manual payments every month. Then the agent says to me oh but it says here the policy is cancelled so I said how on earth is that possible I pay every month you said thank you for payment and you send an sms THIS MORNING saying you will deliver my new card so why do that if the policy is all of a sudden cancelled. I was sent nothing and if I hadn't called I would of never known it was cancelled and would of continued to pay a cancelled policy. He just said they going to investigate but what is there to investigate?? You can see my payment are up to date I never miss a payment and you even delivering my new card why cant it be reinstated immediately??? Now they are busy investigating but in the meantime my dog is not covered BUT MY POLICY IS PAID HOW IS THIS EVEN LEGAL??? I am waiting for a manager to call me back but this needs to be resolved NOW. If something happens to my dog in the meantime you WILL be held liable to pay as from my side my Contract with you is honored and up to date you cannot just cancel a policy for no reason with no communication whatsover and so oh sorry we need to investigate!!!!!!!