Sanlam Indie offers bad service

Sanlam Indie service is just bad, I will not even sugarcoat it a few months ago I got a message saying my policy was cancelled due to my BMI when I contacted them I was told its a mistake, Monday i got a message my policy was cancelled as I did not get my salary due to the Covid19 situation and I have communicated it to them but the consultants would hear nothing about it. I remember I even offered to pay directly but was told they do not have that facilities of direct payment. It hurts because I have another policy with Sanlam and they met me halfway with a payment holiday their service was awesum and now the Indie guys just decide I could not pay so it's my problem not theirs. It would have been something else if I did not communicate it with them. All I am asking is why this bad service if I have communicated it to you about my salary ? I am shocked really.