Disgusting Service and Lack of Competence

Firstly, it is confirmed that the premiums are paid in advance for my car insurance policy.

To my misfortune, I was in a car accident on the 8th of October and submitted a claim on the 9th of October.

Thereafter, on the 15th of October I advised the insurance company that they should only debit my account on the 18th of the month as there would be no funds in the account on the 17th which is when the usual debit order goes off, they did debit my account for the car insurance premium on the 17th and therefore payment reflected as unpaid. I then contacted them to advise again to which they assured me that the premium will go off on the 18th at midnight that night - this too did not happen.

For some reason, they now refuse to process my claim as they are insisting that the account is in arrears. How is this is the premium for September went off without a hitch which in fact means that the month of October is covered. Further, should the insurance company have app**** the instruction for payment as i advised, we would not be in this position.

How is their incompetence now affecting my claim , when all the necessary processes and procedures were followed.

I am truly disgusted with this service.