Lots of stories when claiming

I have submitted a claim on my dotsure policy, to be told they will only pay out the claim after recieving my premuim for the month of July. Firstly the policy is currently up to date as well as when the incident happend the policy was up to date. This is absolutly unacceptable, I toke out this pet insurance policy for unforseen sickness etc of my pet. I asked the consulatant if I can then pay my premuim that they supposedly waiting for and ahe advised I must wait until the 15th, absolutly shocking!!!!!