Comprehensive Gap Cover

I missed a payment on my discovery comprehensive gap cover, after phoning them and requesting to run a manual debit order, which they did on the 25th of November, then double debiting me on the 1st which was succesful; my gap cover is on hold, I phoned in Friday and spoke to a lady who promised to get back to me to resolve this issue, as explained to her, she should please clearify why it is on hold, it is Saterday now and I have just called in, just to be told they only work from Monday to Friday. I am not to sure what to do to get this resolved as if a claim should arise I dont have my gap cover. Pethetic to say the least from such a big company