Bad and worst customer service

I have a cellphone insurance with TFG GROUP. They did not do the collection for the premium in my bank account as instructed, I am now suffering, my cellphone claim is not processed because of their system glitches. The claims department need me to pay the premium that was not collected, I am again not assisted by TFG with banking details. Instead I am sent from pillar to post. The worst that I am told, is that I should wait for the 31st of October for TFG to do a double collection, its then my claim will be processed.