Not happy with outsurance service

Last year i app**** for a home loan amd when my bond was approved they told me i have to get insurance so outsurance phoned me and i decided to take out the insurance from them but what i hate about insurances is that they dont explain everything in detail and only after you have signed up then later you will get the paper work with what they actually covers and what not so last week i informed them that im not happy with their terms and conditions as it is useless for me and that i dont want those covers and yet they are deducting another premie on top of the one i have that i dont even know what its for and they dont want to respond on my mail that i have sended them