Unsatisfactory service

This is to state that I have been insured with Budget insurance for almost 5 years and lodging a claim for the first time ever. I've had a challenge when Sifiso who has been assisting me with the claim could not provide me with an answer in terms of the implications, if any,that might arise from withdrawing my claim with Iwyze as I'm dually insured. He mentioned that he is not in a position to advise and he's responsibility is to ensure that the claim is paid out as per the outcome and the decision to withdraw or not lies with me. I fully understand that it's my call to make but what are the implications? If it's only management that deals with issues such as this, why can't my concern be escalated?

I've sensitised him several times that im underinsured with Iwyze and the excess amount is way too high, leaving me with an option of withdrawing my claim with them but he could not entertain my concern, he just insisted that should I decide to withdraw management will make a decision based on the communication they receive from Iwyze concerning my claim.

I did not hide the fact that I was dually insured from the beginning. If he can't address my concerns, why insist on paying out the claim as is without even escalating the matter to those that are in a position to see how best my issue can be resolved?

I was of the view that my interests are protected by the company I've been loyal to for such a long time but is seems there is no level of care and consideration as to the loss that i'm going to incur.