DOUBLE INSURANCE PREMIUMS AND IGNORING CLAIM REQUEST

I have requested assistance from the Home Loan Department on various occasions over the last couple of years, and every time I just let their bad service and bad attitude slide - but no more! Previous years I have queried the fact that I seem to be paying a double premium for structural insurance, one being included in my monthly premium, and one debited as a full years' premiums every year in November - when previously queried answers were "that's just how it works" and "you don't expect us to pay your premium, do you?" on the phone... Armed once again with the facts, I went to a FNB branch, only to be told that I cannot sit and talk with a consultant face-to-face, and will either have to call again (no thank you), or write an e-mail... My first e-mail querying the insurance was dated 26 November 2021, followed up again on 7 December 2021, and once again on 13 December 2021 - yet STILL NO RESPONSE! Additional to the follow-up on 7 December 2021, I advised that I also wished to claim (for the first time ever) on my bondholders' insurance - needless to say that claim never came to fruition either, and I had to pay for the damages out of my own pocket!! No one is interested in assisting with my query, and in the meantime it continues to cost me money!