Unhappy client

I initially got excellent service from outsura nce and based on the quotation cancelled my existing insurance. When I queried something I was told that my holiday home was fully covered with the initial extended cover that I took out.( I have confirmation in writing of this). I have now been informed that the building is not covered and that there is an additional cost of +- R 260. I didn't except this as this was already supposedly covered. I then asked for it to be escalated to management. No response from them despite numerous emails to Uvika Maharaj. This morning I get an email where they have now just added extra premium without my permission . I find this totally unacceptable as 2 agents both insisted that the building was covered regardless. ( 2nd agent I spoke to was a gentleman called Brilliant). I would like this matter resolved otherwise I will be forced to go to the ombudsman as I have written proof that I was told that I'm fully insured. You are welcome to contact me on +260 96 ********** . Regards Mrs J Chadwick