insurance claim

I logged an insurance claim for the damage to my wife's embroidery machine due to load sharring, within a week Runjay phoned me and told me that they will not pay out the claim and they are going to re-emburse me for my installments from October last year when I was at default for some or other payment to another party which I have no knowledge about, a letter was supposed to be sent to me which have not happened, I try to get hold of Runjay and Sheldon whom is apparently the supervisor but to no avail. today eventually I got hold of Runjay and he told me Sheldon would phone me back and still nothing. I also phoned the customer care department at the end of May and June to make special arrangements for my installments to be paid into an account because the company I worked for made late payments on our salaries, they rep**** that they only work on debit orders and a special debit order will be deducted, Last month I left the money and it was not deducted. I phoned again in the beginning of the month and the reply was the same. I get the feeling that King Price only try to get out a claim settlement, I have been battling for almost 2 weeks now.