Terrible claim experience

Good morning. I lodged a claim the 17th for a Geyser, today is the 27th and I still don't have hot water. The reason I got is that my cover started the 14th, and the pro rata premium went off. I understand if premium is paid there is cover. But not according to Tshepo Kekane, he says my premiums has to be in order. I don't know what system Discovery has, but according to him, the debit order that went off 17th of December is still not showing on your systems. In fact it requires your Finance department to confirm it. I am just waiting now till the Finance department finally confirms. I will cancel afterwards. This is not normal.