National Insurance Company — Online policy renewal not working well customer care personnel not taking action

I have lot hassle with this insurance company I can not renew my policy thorough online, most of the time their server down nor not accepting my policy to renew saying policy digits having eighteen only minimum 20 digits is required
Regarding the above issue I been chat several times with customer care they does't provide any information about it

my email id missing in policy but they placed in address column how their system will identify for reference

customer support is very poor even... they can't raise service requests
I want to know my policy is fake or genuine because policy number contained 18 digits only which issued at Parangipettai Branch code 506026