i hate insurances as they all the same

my mother has a policy with you and I'm the contact person as she is old, we submitted a claim for her decoder which the provider that was assigned to our claim came on site but he didn't even fix the problem as he said he doesn't deal with cable.we had to hire someone else to fix the problem but now my moms premium have been increased for what? we left the previous insurance as they also came with some weird things only when my mom wanted to claim and we cancelled the policy without them paying for the claim.. every time I call all the agent are telling me that they cant explain what happened to the policy as Mpho Phetoane can, which no one can get hold of this Mpho Phetoane. im really getting frustrated with this service. is any one aware that we paying for this service is charity case? and now they telling us that some part of the premium was debited but not all of it, what the ****? can some one please find out what is happening and call me urgent