********ly denying a customer's claim

I have an account with Ackermans & insured my device with this company. They take their premiums from the credit on my account which is always up-to-date. My phone got ****** & I tried to claim. They rejected the claim because they said my I surance lapsed. Even after they admitted that THEY are the ones who had a problem with their IT dept with debit orders. Is this in line with TCF? This is ******** to make a mistake as a business and let a customer suffer for it. I need my voucher to be paid ASAP before it goes further. The managers are ***** as well. Dodging phone calls and promising to call us back only to get rid of us.