Worst insurance brokers!!!!!!!!!

I have been trying to get assistance from my brokers that being Iemas insurance brokers for the past month now. The insurer wants me to pay extra money for my doors being fixed and they say that I had a verbal agreement with the insurer that I would pay the doors to my vehicle which amount to R9800. I ask myself what is the purpose of a broker if they fail to intervene in this matter, but yet they feel obliged to debt money from my account monthly. I keep calling and asking to speak to a manager but always I'm informed that he/she is not available. I am always informed that my matter is being escalated and that they would call me back. They are quick to debt money and take what they think they deserve but when it comes to doing their due diligence, they fail....!!!!! I am utterly appalled at the service.