BAD SERVICE WHEN CLAIMING

I had a cellphone insurance with Edgars and I was paying the premiums via my account. In October the account was closed and I contacted IUA directly and started making payments with them via debit order. The premiums are deducted from my account on the 25th of every month. I now registered a claim on the 6th of March 2024 and I was told that my account is in arrears. This does not make sense as my premiums are paid monthly. I am now dealing with SAVA when registering a claim and they are refusing to look at my claim and they say I must wait for 25 March for the March premium to be paid and only then the claim will be entertained. Why must I wait for 25 March for