Policy corrections ignored

I received an email from oaksure notifying me of a change to my insurance company from santam to absa. The policy was similar except for the increase in excesses and an additional change for hire car coverage which I've never taken. I contacted oaksure immediately (4.12.17) and told Michelle that I didn't want the car hire coverage and felt the excess was too high. There were also a few details which needed correcting, I've attempted to get these corrections done numerous times. Michelle said she'd get back to me the following day. I also sent her an email highlighting the areas that needed attention. I didn't hear from her so I called back 15.12.17 and she said she'd follow it up. I still haven't heard from her and today 3.1.18 the debit order including the car hire charges was taken from my account. If something this simple is too difficult for oaksure to handle, how can I have confidence in their ability to handle any claims?