Outsurance refuse claim

After more then 12 years that we are loyal members of outsurance. June was a month that we received our salaries late and we contact outsurance to say due to our bank acciunt that is in arrears because of that the debit order wil not be able to go off. As soon as u deposit money in the bank takes it. (Note all calls are recorded)We asked to please eft. They refused. Well a few days after that my daughters car was in an accident and they just refuse to pay. If nothing happed in this period they would have just double deducted no problem. Do they really care as much as they pretent to. Now after we are loyal customers they just pull up shoulders and say its not our problem.