Appalling low level of service

Booked tickets through Quicket – at the time of paying – asked if I would like to pay an extra in the event I needed to cancel – thought a good idea – thus paid the ticket amount and also the “insurance” amount. I did experience unforeseen issues – and needed to cancel – then suddenly told the event was non-refundable – wow – contradicts all that was stated during the booking process and most important – took an “insurance” amount for a ticket that then claimed – non-refundable. I am in my late 60's and have never experienced the appalling low level of service and to be clear – in my opinion it was ***** to take an amount for “insurance” – then when a “claim” was made reject it all – again – wow.