Unfair rejected claim ***

Currently I'm struggling to sort out my rejected claim the reason being they didn't debit on my account for what reason no one know. bare in mind there was money in my account I was just told that there was stop on my premiums. so In order for my claim to be looked at I should pay R5173.80 which I paid. Now they cant sort it out I have been sending numerous e-mails requesting feedback but with no luck