Information needed

Ive been trying to get hold of details to pay my monthly installment on my insurance due to a debit order that could not go through .phoning doesn't help , waiting .or transfered and cut off , on emails send ,they reply please phone this number .which i did .they send me a sms telling me you are behind , but dont give me details to pay the amount in which account. They dont communicate right.im still waiting on my documentation on my insurance of my car which i have not received , the 2nd time again , and this *****nce of cash back does not exist.