Head in the sand

I cancelled my insurance on the 7th of January 2021. I called SAU again as I had not received any feedback from them. The person I spoke to on the 18th January confirmed the cancellation. I expected a pro rated refund as I had made it clear that I had an alternative insurance cover. I was dually insured. The refund from SAU was never paid. Early in February I was advised that I was covered for the month of January despite having requested immediate cancellation. I then decided to lodge a claim for an incident which occurred in January. SAU sent an email advising that they will be debiting my account. I sent another email requesting that they do not do that. As I would be dually insured again. SAU has debited a full premium as their system does not allow them to process a claim if the policy is cancelled. Their system cannot be programmed to hold a premium collection or discounted to zero so as not to inconvenience consumers. They ignore requests and then hands off we did not know how to prevent this. They lack a sense of urgency and ability to fulfil client basic requests.