Disappointed client

I'm extremely disappointed that I have never received correspondence regarding my policy and worst the Pep store near to me burnt down with the looting in kzn and now worst im not covered, I've been paying for over 20years and disappointed to have this policy lapsed. Is there any way it can be reinstated or reimburse me. Or I will go to the ombudsman because this is unfair. Mom is 79 where will I find d another policy for her. It's not my problem there was no debit order facilities at your company