Shortfall payout disputed

Good day, please can you assist me find resolution in my short-term insurance matter with M-Sure, claim number CKP***/1 - HADC010195POL

I had a shortfall cover with this insurance (M-Sure) whom at the time of my claim they chose to refund my premiums instead of settling my shortfall. Their argument is that i had a higher excess amount tht my comprehensive insurance had to deduct that caused the shortfall. My argument to them is that what i had signed with them was for them to cover any sort of shortfall that will be on my vehicle regardless of circumstances. I further seeked clarity from them from a consumer point of view to say that when a consumer requires a shortfall to be covered from my angel any amount outstanding after my insurance settles should remain a shortfall which was the case. I asked m-sure to send me a recording from the inception of my policy with them to find out of the rules of the shortfall cover were explained in detail to me for my understanding as a consumer it turns out they are not in a position of a recording, all they could provide was the authorization for them to continue with the policy, which i do not refuse taking. All am asking is for this company to settle my shortfall accordingly as this shortfall is now messing up with my profile scoring. I have made attempts and attempts for them to sort this matter out, they take long to even get back to a follow up. Please please assist.... My cell number is ***