very disappinted with treatment received from vodacom insurance

I am very disappointed in Vodacom, I have been a loyal customer for 17 years paid them on time and never missed a debit order in the 17 years. I logged a claim with their insurance department who advised me that the insurance premium for January was not received, I advised that the premium is part of my Vodacom debit order so if it was not added to the debit order by their billing department then I cannot be held liable for their mistake to be treated like a ********/bad payer, they are now refusing to continue with my claim until they advise me within 3 days what the back premium will be and that I should go to a Voda store to make the payment and only thereafter will they continue with my claim. Vodacom committed the error not me so they should process my claim, advise me on the back premium amount and process it with my next debit order OR am I in the wrong? Maybe the time has come to move to a another service provider.