OUTsurance to what they promised

I was contacted by OUTsurance on 22 May 2026 to change from my existing FNB/OUTsurance home insurance. They explained to me that the Out bonus is paid into FNB and not to myself. Therefore, I made the decision to change to OUTsurance directly in order (As she explained) that I will receive the cash out bonus. There were multiple attempts to contact them to correct the mistakes on their side. They do not come back to you if you need to make changes which is incorrectly captured. I had a Christmas song sung to me by a person which I cannot get hold off. In the interim I am awaiting feedback from OUTsurance, for I do believe that the sales consultant cancelled my house insurance at the bank and that I am left with no insurance for my house. I asked the lady to send the prove of cancelation to me, but up and till today 02 June 2026 I have not received any feedback. So now I don't KNOW if my house is insured as NO ONE at OUTsurance can give me ANY feedback