Insurance claim

I have comprihansive insurance with vodacom I lost the phone want to claim, now I'm told they where not debiting from2021 but it is active they say it's my responsibility to check if it's active or they debit. It's not the first time they do this. They are backdating for I have to pay about R3000 to R4000 premium and also access for claim. They say it's a system error because no one has canceled the debit.