Auto & General's service SUCKS!

We have been forced by Standard Bank to get a Betterlife policy via Auto & General for our home/building insurance when we got our home loan from them. Due to Covid-19 our policy premium debit order did not go off at the end of January 2021. We phoned Auto & General on 17 Feb 2021 to arrange with them to take a double premium off at the end of February and according to us all was good with our policy. Our solar geyser's controller box was damaged on Friday, 26 Feb and we logged a claim. To our dismay Auto & General called us on Monday, 1 March 2021 to tell us that they can not find any mention on their system to say they had to take off a double premium. On Monday evening a doublde premium was also not deducted! On Wednesday, 3 March we got another call to tell us unfortunately we were not covered in Feb and our claim can not be registered. Now the story is that they will listen to the recording to determine what we requested from them on 17 Feb before they will decided whether they will lodge our claim - I am so frustrated!!! We have now been without hot water for 6 days and Auto & General is surely taking their time! I am definitely looking at finding another insurer as a matter of urgency!