24HR MOBILITY PATHETIC SERVICE

I've had a policy with 24HR Mobility in the last 8 years. I have recently launched a claim for my Iphone screen to be replaced as it fell and is cracked. Claim was declined due to an unsuccessful debit order in June 2018. I have spoken to numerous consultants, was transferred back and forth to different people and departments. Claim was launched Monday 20 Aug, and declined 21St August 2018. I have been sending emails to numerous people there and eventually got hold of the manager, Megan's email address. However needless to say he/she couldn't assist me with my claim and had the same stories. I understand that the policy has lapsed but it states on their website that it can be reinstated when premiums are paid up to date? Which is exactly what I wanted to do but I just keep hearing that my policy has been cancelled. I've been paying just over R14 000.00 in the last 8 years of being a loyal customer and I just think it is unacceptable that they couldn't assist me with my claim. And it is also my second claim in the last 8 years. I would never recommend this insurance company to anyone ever!