Excellent until the penny drop

I am writing to express my deep dissatisfaction with a recent service failure. I have always been pleased with Megan Germishuizen's support. However, when she was hospitalized during a time of crisis for me, the service broke down completely. All two-way communication stopped, and my policy was abruptly cancelled without warning or discussion. The lack of a backup plan to ensure service continuity is unacceptable and has left me in a difficult position.