Pillar to post regarding X-sure tyre insurance. Pathetic service

I wanted to sign up for x-sure tyre and rim insurance... I tried on the app, but it wouldn't add my car to the app, so I went back and forth with Bridget from customer care, who, after 1 time of not getting back to me, eventually was good at keeping me in the loop throughout the process of the developers fixing the app. Eventually, it worked and I added my vehicle to the insurance. Today, after trying to downgrade my policy to a lower package, I was told that I have to call to do so. I called Motovantage who supposedly handles TWT insurance and they promised to call me back. They didn't call back. I then emailed Bridget at TWT to tell her this, and she did get them to call me back later. When they called back, they told me that they can't do the change, and I need to call TWT. I told this to Bridget at TWT, who told me to go back to them. So I'm now stuck in an endless passing the back loop not knowing what to do