Delay to process claim

I lodged a claim on Monday 11 October for a damaged cellphone. On 14 October they call me that I have missed a payment. I tell them IUA did a debit order on 27 Sept and I have never missed a payment. Finrite told me to contact IUA self, saying IUA did not update the records. I did that on same day, the 14th and Pumla Mthembu said she will email Finrite. On Sat 16th I got another call from Finrite to say I have not paid and the claim is stuck.

I am carrying costs of calls with no result. I have sent multiple emails to IUA and Finrite complaints but no solution. I am still sitting with the damaged cellphone a week later. I will cancel this cover due to bad service