Unapproved Policy Adjustment and Feet dragging to resolve

I have been a customer of Virseker since 2021. End of January 2024 I was in the process of purchasing a vehicle, and was rate shopping quotes for Insurance on the vehicle, a Honda Ballade 2014 model, and through a couple of rate quotes it was relatively similar accross all insurers.

Fast forward to the day in question of actually trying to add the Vehicle to the insurance, I contacted Virseker, after failing to add the vehicle through the online portal as it is stated to be possible, but unfortunately this was not working even after repeated attempts and different browsers. I gave them a call. After an half an hour of back and forth with the consultant, trying to first sell me on the Gatsak bonus, we finally got to the point of almost confirming the adjustment to cover, where my phone cut out as my Airtime was finished.

I assumed I will be called right back to finish up the process and get my confirmation, but after an half an hour of no communication and no confirmation email of any kind I assumed it was just left cold (even after a call me back was requested) , and as such proceeded with another company as I needed insurance ASAP.

The following day I got a message indicating I need to complete a self assessment for the Honda Ballad which was added to the policy (remember at this time I had not confirmed the adjustment to the policy). I immediately called to try and resolve / remove the car before a premium was pulled as I had not confirmed the adjustment to the policy.

I was promised High and low it would be sorted out throughout the day and would receive an email confirming the adjustment. Before end of day on the same day (Friday 2nd Feb. 2024) I called again, and was told the matter has been escalated to a manager and he would be in contact with me shortly. I expressed my concern of a premium going off unnecessarily and was told this would not happen.

Monday Morning (05 Feb. 2024), the premium for the Honda Ballade was deducted, and I still have not received my call from any manager. Called a call centre once again to get this sorted out and was once again only promised high and low that someone will be in contact with me and my money refunded, this was the morning, its almost close of business and have yet to receive my call.