Cant make Payment Arrangement

I have run into a negative financial situation whereby my income has reduced drastically and I can no longer afford the monthly installments. Im a sales rep and with sales you get accustomed to a certain amount of income however when you don't make target due to a struggling market, your bonus falls aways etc. I called the contact center in order to make payment arrangements for a reduced premium, whereby I was told my account was not in arrears so there was nothing they could do, it first had to go into arrears. Which means I would need to somehow cancel the debit order which makes absolutely no sense, I'm not saying I'm not willing to pay, I'm saying I cant afford the pay the full amount, I can only afford to pay a 5th of the total installment. Surely there needs to be something to protect the consumer I'm telling you I'm willing to pay but just not the full amount. Any suggestions whom I could escalate this to?