Dial Direct...MONEY *******!!!

I have been a client with Dial Direct for almost 4 years, I have never missed a payment. I had an accident with my vehicle 3 weeks ago and when I put in a claim I was denied. The reason Dial Direct gave was that I did not call them to change my address. The consultant that was assisting me also told me that because of that I have been paying the incorrect instalment. Even if I have been paying a lower premium the fact remains that 'I HAVE STILL BEEN PAYING' and even if Dial Direct could at least meet me half way with the payment of the damages to my car I would have been grateful. If they could just give me a percentage of the total damage amount. Is this how Dial Direct does business? Are they here to help us or for their own benefit? Why do we have insurances if they do not assist? I am really unhappy with the service I received Dial Direct. My wife is about to give birth soon and we have some money saved up for our child but now that money will have to be used to pay for my car, is that fair to us? I would really appreciate it if someone could help with this battle.