Does not want to pay a claim

I joined Alexander Forbes on the 1st of August, and moved all my short term insurance to them. I asked them to deduct the debit order on the 16th of every month and they had not issue with that. I received a call from the service consultant telling me that they were too late for the August run, so they will debit my account on the 16th of September which is fine with me. On the 31st of August a rock struck the windscreen of my vehicle, causing a nice spider web that keeps on growing every day. I contacted Alexander Forbes on the 1st of August to log a claim. Everything went smoothly and was immediately assisted. My Glass contacted me and assured me that it will take 2-3 days. A week later and nothing has happened, I phoned My Glass and was told that Alexander Forbes has not authorized the claim amount. I phoned Alexander Forbes, only to be told that because they have not received a premium from me, they will not be authorizing the claim (even though its their debit order process). So I cannot claim for my window until they run their debit orders on the 16th. Even though the cracks are growing and starting to connect. Pathetic *********** service