Terrible service.

Today I was holding to speak to a consultant for an hour and 20 minutes. I called back and used a different contact number for home insurance, and was transferred from pillar to post. I eventually requested a callback on ***as well as ***,, I'm still waiting. Yesterday I wanted to log a claim for my geyser, and I was told by the agent working after hours that the policy is invalid? I need to know what this means, because there is a debit of R389.33 running on my account monthly with reference SBIB-INSURHOP***, for 152 Mahoney Crescent. (Which the log was for) and I have another property insurance of R516.86, with reference SBD LIFE SBD LIFE P*** (2 Witterberg Avenue). So, I need to know why the policy for 152 Mahoney Crescent, is reflecting as invalid, and also where the debits are going to. I tried to register the claim online and also received a response that there are no policies linked to my ID - *** 081. Can I get an explanation and a resolution urgently please. Before I have a bigger problem at home and get feedback that I dont have cover.