Bad service

So we had a break in at our business on last week Sunday and our insurance is at Standard bank, i Notify them on Monday morning and only received feed back on Saturday after 3 mails I send them. The mail I received back is that the policy is cancelled due to non-payment in November but it's on debit order so if someone can explain that to me and that no one came back to me on the same day that I mailed and its the second time now that i waited so long???