Travel Insurance Blues

I have an automatic phase ii travel insurance mandate in place for international travel. I booked tickets for myself and my family, but noticed that only one phase ii debit was made to my account. I sent an email querying this and asking for phase ii cover to be extended to all tickets. The response took a while and it was from a third party outsource agent who asked for all of my confidential details in order to debit the account and private information relating to the travellers. I indicated my reluctance and was stonewalled - told that travel insurance as ourtsourced and I had to deal with them. I tried emailing and calling the call-centre (also outsourced), after 20 min of being put on hold I hung up and emailed Diners Club requesting that the matter be dealt with. No reply. I feel like I'm dealing with a badly run government department. I even tried checking the website for cover details - no joy. Diners Club bills itself as an exclusive service