Regent cannot tell me where my policy is

Ive been a policy holder for Regent since 2014. In 2018 I had mad a claim for my house *******. However, when trying to call Regent to find as to why they had doubled me twice in one month for October 2019, to not debiting me at all the next month in November 2019, they claim my policy was cancelled in 2016. The service is shocking, you get passed from post to pillar trying to get an answer via telephone. They ignore your emails, and their online query does not work. They cannot pull up my policy using my ID number, they cannot pull up my policy giving my claim number back from 2018 and they cannot pull it up giving them my policy number or name. You receive zero communication regarding your policy, no statements, feedback, nothing.

How can my policy be cancelled in 2016 when I claimed in 2018. And how can you go from one month to debiting me TWICE and then ignore my emails to then say it doesn't exist since 2016.

SHOCKING! SHOCKING! SHOCKING!