Unfair service

I changed my banking details on the Pineapple app to my new bank account. Because their services is slow, they continued to debit my old bank account which i no longer use. My phone got ****** in the middle of all of this, this phone was always insured with them and stated that on their app. I put in a claim with Pineapple they rejected my claim stating that I have not paid premiums which were debited from the new bank account at their own time. Now they're saying they will refund the same premiums they collected at their own time.If I did not pay these premiums what are you refunding? Your policy wording states that if you do not recieve payment on a specific date you will try and debit after 15 days, why is my claim rejected?