Insurance is Pathetic

I have an ongoing issue that just doesnt seem to get resolved I literally have to call and ask for an update just to get told that I will be called back which never happens. I have insurance that was covering my credit card however last month a debit order went off even when it was not supposed to and now the insurance has stopped paying. I was informed last month that this was resolved only to receive messages that I am in arrears and we back at square one they reviewing and will get back to me and they never do.