What happened to proper feedback and answering all of my questions/concerns.

I was involved in a car accident on the 16 /08 and it was to my dismay that i found out on the day after that my premium for the month of august did not go through only to find that i was double debited for that month incorrectly. My claim has been repudiated because i did not pay in time. When i lodged the complaint Shamiso was the liasion that would respond. I had specific questions in my complaint that were not answered and when i ask for that feedback Shamiso responds to confirm that i must go to the ombudsman? How is that fair?? I had the correct amount in my account for my debit, i was even requested to send my statement which i did but no feedback as to what that was for? I cannot go to the ombudsman without proper feedback. No one notified me of the double debit as well which would have cleared up all this mess if there was any communication sent. I have never received a single email from oakhurst as much as i took my insurance through a broker, communication has to come to me the paying customer. Proper communication is important and not for an insurer to wait and hope to catch out their clients.