Dread disease claim against life policy

I have had a insurance query with regards to Life policy and the insured amount which has apparently been escalated management and I still awaiting a response With my last response from a consultant Sharmain she advised that management was on leave and that she will follow up with management the next day. The weeks later I am still awaiting a response and also to note that the consultants are very rude and have a tendency to speak down on you. Query is with regards to a call received from a consultant advising the sum insured has been increased at no extra cost to me and Centriq has not confirmed if they will payout the new insured amount and they even provide me with the recording stating the same and yet they disputing this.