Bad customer service - Shortfall on refund claims

I am writing to formally lay a complain and express my concerns regarding the recent payout associated with my insurance claim, Ref no *** (claim was for a refund for being dually insured), which was submitted on the 25th of September 2024 Upon reviewing the settlement, I noticed a significant shortfall in the amount paid out compared to what I believe I am entitled to based on my policy terms and the details of my claim. Specifically, the payout was R5373,48 while I expected it to be approximately R8380.41 based on the initial 50% I received from the other insurance that I was dually insured with. In our many conversations on email with different Bettersure consultants, they advised that they were going to pay 50% and the other company will also pay 50% for the number of years that I was dually insured with both companies. To my surprise when I received the payment from Bettersure, this was also after multiple follow-ups as no one was providing feedback and updates – I then noticed that the amount was R3000 less than what I received from the other company. I then enquired why was the amounts different as both companies confirmed to pay a 50% each which was supposed to be the exact amount, no clear explanation was provided but that this was part of BetterSure’s terms which I found to be very strange and convenient to them.

I have a lot of email correspondence that I sent to the company's CEO however the email was returned because the email address is incorrect

I would appreciate it if I can get their correct email address as I still want to express this appalling service I received from their consults, the lack of empathy and understanding from their end was truly a bitter pill to swallow for me as the customer

I would still like to get a proper explanation from the seniors of the company as to why their staff is not competent