Update standard bank insurance

I've filed claim last Monday, which was denied, I received message Tuesday that I must pay Access if r 1250. I phoned yesterday to be told it was a mistake but the person assigned to me will sent me letter to be signed, and this matter will be resolved, I have as yet now 24 hours later not received letter or anything else. I'm hoping they will treat other better than me, as I feel this person will just not take the time. I waited 13 min yesterday for someone to answer the phone. The direct line I was given goes to customer service. I thought after the investigation they would try to resolve, but apparently not everyone matters,