Incompetency

I took insurance with this company in November 2024,December 2024 I was involved in hijacking and claimed for my phone they immediately started me on the claim process, I did all the necessary requirements went to a extend to pay the excess fee. On the 16 January 2025 I was told my claim has been approved and my phone will be delivered. 2 dsys later they called and said my claim was not approved and my policy is canceled because my debit order didn't go through for the past 2 months. I was told they sent me sms's to inform me about the missed payments but I didn't receive those sms's. I'm asking myself why would I ignore a sms of something so important and not attend to it? Why would I take insurance knowing I won't pay for it? I fail to understand why wouldn't this company call when they notice I'm not attending to the messages, it's funny how they are quick to call to promote their business but when such happens they don't call. I asked the consultant to send me a message where I will foward my proof of account to reimburse my excess fee, till today I haven't received the sms so how sure am I that even those sms's notifying me of non payment wasn't sent. I'm honestly disappointed by this company how do you miss from the first step and all the other steps taking for claiming that this client hasn't been paying? Now I have to pay monthly for a phone I don't have. Because of guard risk and their incompetency.