Unfair cancellation of vehicle

I have insurance with Outsurance, Life, Personal and home. In January we wanted to buy a new car and trade in the old car. After the deal did not go through i phoned and say we are not going to buy the new vehicle any more. I know if you say your not going to buy the vehicle any more the old one is supposed to stay on it. Well they took it off, without me knowing. Now I have a claim and they just say the vehicle is not on cover anymore. Well if you have a phone and you don't have money for a new one for sure your are going to keep the old one. It seem they are coming up with every excuse not to pay. After I have got a message to say DEAR CLIENT, WE HAVE BEEN UNABLE TO REACH YOU. (WHAT WAS A LIE), YOUR COVER WITH US REMAINS ACTIVE. PLEASE CALL US ON *** SHOULD YOU WISH TO MAKE ANY CHANGES. REGARDS OUTSURANCE. After I spoken to one of the employees yesterday they could not see on the system to whom. I just think someone is not doing a great job. I need to know why and I am not going to leave this.