Not honouring a written promise

Outsurance sent me to JRC (Jewellery Replacement Consultants) to replace my jewellery after it was ******, even after I explained that I was disgusted with the service consultant and the company. I wanted to replace my jewellery in the same way I had bought it ... at a jewellery store where I can see items, choose, try on and decide. oh no! I explained that I hated everything about the process from having to go to their offices which I battled to find, to dealing with people who I didn't like dealing with, to not having items to look at except for a few distasteful pieces that I would never consider purchasing. JRC sent me cad drawings of items they were to recreate for me but I don't like them at all. BEFORE all of this happened I asked the Outsurance consultant if I could be given cash OR the option to go to a jeweller of MY CHOOSING and the consultant informed me telephonically and in writing that this was allowed. I complained to Liesl Scheepers who couldn't resolve my frustration and then I received a phone call from Cardo Martin who said \\ I'll call you back in an hour\and that was the last that I heard from him. I'm so angered after 10 years of loyalty to them!\"\"\""