Dial Direct Insurance
Scheme to rip off customers: Policy not updated

I sent an email advising insurance of changes in details, so that policy can be updated accordingly
Emails are being deleted without reading them, when I queried that the response was that they did not get email (hahaha, I have all the emails and confirmation of them deleting that Dial Direct did)

I can only imagine this is done deliberately to dispute claims should anything happend before the changes are done
Is Dial Direct running a customer rip off scheme?