Out-****MED by Outsurance!

I called Outsurance about a month ago, to amend my insurance facility. I have been a client of theirs for 3 years! Based on their promise to their clients, to provide the best cover, I asked the consultant for a preferential premium for the additional cover, which he agreed to! They sent me what they said was an 'updated' schedule, which did not record the additional cover, and premium that I had been promised. I requested the recording, and have listened to it countless number of times. I am still waiting for their senior service manager to call me, to apparently 'explain what was meant by the consultant' when it is clear that the consultant agreed to something that they clearly shouldn't have. Instead of taking responsibility, I'm being given the cold shoulder! It has not been three weeks of waiting for OUTSURANCE to call me back! The only thing I'm taking 'out' from Outsurance, is being outright ****med!