29000 EXCESS

I HAVE A INSURANCE SINCE 2013 AN BEEN PAYING R1200 RECENTLY I HAD MY KEYS ****** AN CALLED THE INSURANCE THEY SAY I SHOULD PAY R29000 THEN THEY WILL GIVE ME A NEW SET OF KEYS I WANT MY MONEY BACK AS YOULL DID NOT PROVIDE A GOOD SERVICE IF I MUST I WILL APPROACH THE OMBUDSMAN AS I WORK HARD FOR MY MONEY AN PAYING YOU BUT I GET NO HELP WHEN NEEDED I WANT MY CONTRACT TO BE CANCELED I THINK UR SERVICE IS PATHETIC