FNB Law on call

I have a law on call policy and only claimed once in the past on my prenuptial agreement for the 14 years i had the policy. So i had a bad experience where a supplier infringed on my Consumer Protection Rights and i wanted to take them on as their business practices are ******** and downright in contradiction of the Consumer Protection Act. I wanted to use FNB law on call. The first person who answered my call agreed that their action was ********l she simply say go report it to the national consumer commission and that she will send me the forms. No legal assistance in escelating this matter. To this day i havent received the paperwork she said she is going to send. When i complained they had this lame excuse that she got my email address wrong that is also on their system and they communicated with me vie email. Second lady also didnt send me the paperwork. She then tell me to send supporting documents to them contract, communication etc. The lady then called me for a third time to resend agreement after which she says they going to send the service provider a letter of demand. I do so only to receive a mail the evening that my claim is rejected as this is a small claim matter. Although the original transaction that i was disputing was R40k after which they only partially refund me whilst i cancelled within the 5 cooling off period. I was not as much on the monetary value but my rights that was infringed on and i needed assistance to stop this unscrupolous business practice of this service provider who did this to many people by charging exorbitant fees when they cancelled within the cooling period. FNB law on call dont care about the right of customers and only look at the amount involved. The way they deal with customers is unacceptable. I am cancelling my policy after 24 years what a waste of money. FYI they know to which email address to send rejection letters but when they need to send you paperwork to assist you with a claim they dont know what is your email address. Still no email that was promised twice for the forms to escelate my matter to Consumer Protection Commission.