Pathetic service

I had insurance with dial direct from 2013 when I first had my car. Than I move to first for woman for a while than came back to dial direct when they adjusted my premium. Now I have a claim and they telling me it shows I have been with them for a year now so that why they not paying me or what. Aybo even if I have been covered for 6 months when there's a claim shouldn't they pay me??? When they were deducting premiums for months why I wasn't told I won't be covered when I claim??? Almost 2 weeks now I have put a claim and still no progress