Bad service

I wonder how does this insurance works and if comes claim stage will my family be covered cause ever since I joined its always stories I was debited 3times this month ND what they saying is I must wait for 7 days forgetting there is other bills to be paid how can such error be done the next thing it will be that we not covered am really not happy it's been many occasions now being disappointed by sanlam inde and thy always promise to fix this mess but it gets worse