Pathetic service and no transparency

I have been trying to add building insurance onto my policy since the 18th of Oct. It was eventually added on the 30th Oct however i am still waiting for the calculation on the pro rata amount. When i called the call center the agent told me that they would get someone to investigate and get back to me regarding this. I have emailed multiple times this week and still not received an explanation. This is my last resort before taking it to the regulatory body for short term insurance