Bad customer experience

The first installment is inclusive of the pro rata amount which you were supposed to deduct on 28 of April, and you did not and subsequently never made any communication about it. On 30 April you deducted the monthly premium for May (which shows on my side, and my bank notifies me if any debit order has bounced and I have not received such feedback since 30 April). Now i log a claim and you guys reject it and no-one gives me feedback, Charlote Maja who was assigned to this claim put me on hold for about 24 mins until i decided to got back to my work. I waited thinking she will call but nothing I then called again and spoke to Valencia who said 'maybe' its rejected due the unpaid pro rata. My bank statement does not show any rejected debit order of 1326 as per the agreement. The worst part is you did not request the bank statement before rejecting the claim but after, and after i called you. Also what about the 15 day grace period. You guys think I took the cover because I had nothing to do with my money? No, it was for such days and I need to use my car especially from the 23rd May, and you guys are handling my claim this carelessly; delaying the process. I need to travel to an exam venue with that car.