Inconsistant Information dissemination

I submitted a claim due to an incident that took place at my complex, I never thought that this submission was going to add to my emotional distress.My policy was amended meaning that there's an increase to my monthly premium without taking to account the information I submitted due to how I was asked a question im left with egg on my face because all the knots I thought were tied e.g excess are now starring me on the face for this claim to be finalized.The insensitive manner in which the second agent who was handed the case has led me to write this complaint and at this point I don't blame her but how she was trained to do her Job adding salt to the wound R59.30 was deducted due to the amendments and nobody bothered to inform me about this.I made an enquiry on weather cancelling the policy now would have an impact on the current claim I was promised a call back from the legal team to date im still waiting.