Bad attitude - do not deal with them

My parents house was broken into and the assessor Gilbert had come to assess the claim , he conducted an inventory which resulted in they being under insurance which i disputed cause the technique he used to obtain the figures were not of a professional manner, when i requested his credentials i was brushed off by the company, eventually i proved that his assessment was wrong and they increased the payout accordingly, my parents house was broken into the 2nd time I requested a new assessor as at the time of the 2nd break-in we was still in dispute with Gilbert Owen yet Budget sends him out and now he refuses to pay the claim claiming that we did not adhere to the policy which was incorrectly captured by the sales agent at the time of inception,funny enough he didn't have a problem like this on the 1st claim which was paid out, he fully knows that he has no grounds to not pay the claim but is finding ways to hold the payment to frustrate us as we questioned his competence. Without proper 30 days Notice budget cancelled the household cover, this has left my parents troubled and stressed which has impacted negatively on their health, is this called customer service in South africa??