EXCUSES WHEN ITS TIME PAY UP

I made a claim for my car tire. I sent all the required documents but every time i inquire about the progress of the claim I am told that my account is not paid. I then go and prove that payments were made and start the process but when I follow up I am told that the premium has not been paid. this is the 4th month since the claim, my account is debited on the 6th but nothing done or said about the claim. Horrible service with staff that does not have a ability to clarify information before communicating to clients, further with no accountability. Easy when payments are debited but when its claim time there are issues_ALWAYS!!!