Such unprofessional service

I applied for my license renewal through IOX (Outsurance) in August this year prior to it expiring at the end of the month. They sent me a quote and I paid the required amount. By the end of September, I still hadn't received anything and made contact with them via mail. They then came back with a top-up payment I had to make because they under quoted. I refused to pay the top-up amount and to date I still haven't received my license disc. their service is shocking and so unprofessional. How is Outsurance affiliated to these guys?