Policy taken up and additional items added without approval

I took out a medical policy for my son early this year and these additional items were added - Health accident cover, Medical emergency illness buy up & Lifestyle Benefit. I did not agree to this as all that was required was day to day benefits. I sent an email to them requesting to have this removed and have been told that I need to send another email. The service is really bad and we have not even had a claim on this policy as yet. What will happen then, I dread to think. I would like to have these additional benefits removed and my premiums refunded from inception - this is all that I am requesting but it seems like they only want a person to send emails that do not get resolved.