Failure to make a claim payment.

I have a scratch and dent coverage with the unlimited and they have been taking payments on the 15th of each month since last August. On May 5th, 2025, I submitted a claim, but I didn’t get a response until the 10th. They emailed me to say they tried to take the payment on the 9th, but the debit order didn’t go through. I called and asked why the debit order date was changed and for an update on my claim. They informed me that my claim was not approved because the debit order failed and am not covered for this months. I asked how they calculate a month since is not yet the 15th and who authorized the change to the debit order. I also wanted to know why the debit order was changed after I made my claim. Even today when I call them they said they're not going to approve my claim, am claiming only R4000.00, how can they be trusted with other big claim.