PAYING FOR WHAT? THEY CANT FIND ME IN THEIR SYSTEM

So I have diligently paid my premiums without fail. Every month i would receive a lovely reminder sms about my debit order deduction. For three months i have paid, SO TODAY i called the line to get a Feel Better Faster voucher because apparently the waiting period for activation is THREE MONTHS AFTER THE 1ST SUCCESSFUL DEBIT ORDER. okay i accepted this BUT TELL ME WHY WHEN I CALLED TO GET A VOUCHER I AM NOT IN THE SYSTEM?? IM SITTING HERE WITH A FEVER, COUGH AND NASTY HEADACHE BUT THEY CANT PICK ME UP IN THE SYSTEM, WHAT DOES THIS EVEN MEAN? I WANT AND NEED ANSWERS ASAP AND A VOUCHER. HOW CAN I GET MY DEBIT ORDERS BACK BECAUSE IM PAYING FOR ABSOLUTELY NOTHING. THIS IS NOT ON AT ALL.. DISAPPOINTING AND IM STILL WAITING SICK IN BED FOR THESE PEOPLE TO SORT IT OUT!