Bad bad service and ********

I was unfortunate to be insured with this **** of a brokerage that told me i have zero excess to which when i had a claim i was suprised with 20k excess??!! Ontop of that everyday they are giving me the run around to process the claim or advice me what will happen because i requested the recordings as it was confirmed i have zero excess on the phone. Very quick to debit every month but wont pay out. Am taking this case to the ombudsman