Pathetic Service received from Sanlam Ubuntu State Pensioners Policy

Horrible service received from Sanlan, because I'm an Elderly Person. Policy commenced in 2019 for some reasons they haven't deducted the amount for the past three months. Upon making an enquiry at their offices I was just informed they cant assist I must commence afresh, how? When Sanlam are the ones who didn't deduct. I asked them to show me proof that they tried to deduct and debit order failed however they can't. Is it bacause I'm an elderly pension and I can't fight for my right. I mean my deductions have been going off since 2019 without fail. Should I just accept I have lost my years premiums? Utter disregard for Clients.