Disgraceful company wit no morals

In September 2023 I paid my annual insurance premium. I was not aware that Santam had cancelled my insurance for no reason whatsoever. I have been their customer for decades without claiming. I am a pensioner in my 80s and Santam will not return my emails to them. I also emailed there complaints email address and they do not respond even though I have sent them proof of payment and my banking details. I am still waiting for the refund of my annual premium... How can a company like this treat a pensioner this way?