Claim delayed, but premium keeps on going.

I was involved in a car accident on 8th of August, I called momentum road side assist,my car burnt down to the ground. They acted promptly and arranged for towing,on Tuesday the 11th of August I lodged a claim. I was disappointed to be called on Friday 14th August to be informed that my car can't be found,so an assessment hasn't been made yet. I stomach this and called in on the following Monday to informed that the car was found and is waiting to be assessed. The initial assessor then said the car needs a fire assessor to establish cause of fire in order to validate the claim, which could only happen on 02/09/2015. I was promised that my premium won't be debited since they had more 14 working days to validate the claim.however my premium was debited,and I had to call and.find out if the fire assessor has seen the car,I was told that he has seen the car but nobody knows when he is going to submit his report! And no one is willing to take responsibility to find out,it's really unfair for premiums and installments of a.non existent car to keep going on an unnecessary delay! I have paid all my premiums in time and I comp**** with all requirements of the claim! I need to settle this.