Claims and account number

We were referred to Sinovia, I wanted to change my short term insurance, she decided to place our business with CIB. The problem started with the 1st claim. I submitted the claim and the next day Sinovia phoned and said we don't have all risk on our policy(which is not true) however she will pay half the claim out of her own pocket. Which I refused. Still not honoured the claim. Then November we had a problem and ask her to take double payments dec. in the meantime I had another claim. Due to a problem on the 1st payment did not go through and we immediately on the 2 DEC asked for account number to rectify. Still waiting. They cancelled policy took payments Jan and issued a new policy number. Sinovia ignoring all messages and passing the buck