Extremely PATHETIC service for a paid broker!!!

Imagine being one of the fortunate ones to still be able to afford to pay for insurance to have cover through a broker for convenience and peace of mind and to be shut down after paying premiums for 4 years for building cover and rejecting my first building claim which is a geyser claim!! Erin tells me I must send them proof as they cannot locate their call recordings, yet I have already sent correspondence with request of additional cover - She cannot disprove my request for the additional cover and she cannot locate the call recordings but this becomes the insureds problem that they cannot do their job. My water must run for days because we in SOUTH AFRICA can afford wastage and additional expense!!! In what world is this 'Erin' allowed to disregard common courtesy to a human being and speak in such an unprofessional manner. I am constantly phoning and phoning and following up myself needing to prove my case yet I have already logged a complaint and they do not even think to pick up the phone for even ONCE to call me back and provide me with service that I PAID for , for 4 YEARS!!!! DISGUSTED......