Poor service just to claim. First for women

I am very disappointed with their service, I have logged a claim already the 31st of December and still no response. They told me that my premium was not paid eventhough it went of twice in December. I phoned them twice already and they promised to come back to me. I have had problems with them in the past but they assured me that they would help me in the future. I feel sick just think about the fact that I have paid for poor service all long