Complaint - insurance ? yes or no???

When I purchased my car I was offered Key insurance, which I at the time accepted. I never received a spare key, which I can accept, but I did take the insurance should something go wrong with the key that they gave me.. I have been trying for months to get hold of someone to help me sort out the key insurance as the key has started acting up to no avail. The contact person was Rose Ramoroka.. I really would like some assistance at this juncture as no documents apart from the Enatis docs were ever forwarded to me... wondering where the money has been going to?????????