Affinity account managing poor

Account department.... I received an sms that my account is in arrear but actually i am paid upfront until 1 August... Payment isnt allocated i eantto know why????? My policy number is used as reference and the payment shows on my account but i still receive a sms that my account is in arrears!!!!! If i was in a accident today i wouldnt have gotten authorisation for hospitalisation Because of the account department that dont do their work properly!!!!!! If there is a payment allocate the payment what is the problem or dont you know how to work with accounts and payment!!!! This is unacceptable!!!!! Arrears if i am paid upfront!!!!!!! Very poor account management!!!