Rude insurance brokers

I recently moved and consolidated my insurance at outsurance.i was informed that they would cancel my existing insurance. When I realized 5 days after the premiums went off that they didn't I phoned them and they were very helpful and transferred me to auto and general which canceled my policy immediately and told me that they will refund me. When I phoned fgro the woman was very rude and told me that they were not going to refund me the full amount and that is not their fault that it wasn't done . She was very rude and not at all friendly