Cancelled my membership

I have been a member of Britannia since 1992 - I had their personal cover.
About a month ago I received a letter from ASDA / LV saying I had not made a payment for my cover. I queried this as at no time have had a policy with ASDA ( i had to reiterate this several times). I really didn't get a satisfactory answer - but they did have my account details & said they would take a payment as normal. They said they were in the process of changing systems & i was still with Britannia.
I received a letter this week, saying my membership has been cancelled because I did not make a payment? i rang to query this and the operator although very helpful did not have an answer. She asked did i have any other insurances with LV as the price I way paying £11.10pm would normally only be with a discount.
I explained that I had no other policies with LV, I have been with Britannia for 23+ years and always paid the renewal price (as when i have needed them they were good)
She could not re-instate my policy without increasing the cost to £16+ pm. She was referring my case to a team leader. Despite two calls with promises of a callback from the team leader no one has been in touch. So I am now with GEM recovery. Trish