Bad service and beach of promise

I'm having insurance with finrite insurance of my phone and they told me that the excesses it's R350 for the first time and I lost my phone and know they tell me that they send a letter that I didn't get in my e-mail and I have singed the claim on the 13-04-2015 it was saying the same but know they say the excesses is R1700 and I told them to send me the prove that they didn't want to send because they know that they didn't send them! on Monday (28/04/2015) I called them and they said they can see that the was a problem with them and they are going to send my this to be fixed and they'll come back to me the next day on th the 29/04/2015 but they didn't and I called them again today on the 03/04/2015 at 10h00 in the morning and they said they'll give me a call at 12:00 and they didn't and I called again at 2h30 and I spoke to Crystal she play games now,