worst experience with Broker and Insurer

Shocking Brokers (Entin Insurance Brokers Esme and Lynn) and Insurance company (Strategic Insurance Systems) going hand in hand. After being a loyal client for 10yrs paying both motor and house content insurance, my TV stops working. I get told I need to go get 3 quotes so they can be submitted for insurance, is this my duty as a client? I then called Entin to complain as I don't have time for that, then I get told Fast Replacements will come collect. After collection, the story changes 4 times on what is wrong with my TV (switches on and off with ghost images/ then it works perfectly/It is my plugs at home/ there is nothing wrong with it), between the broker and Fast replacements, It takes a week for a report on a tv to be sent. Again the client needs to call, send emails to get feedback only to be told they plugged the TV in and it works, it is my plugs at home. Is this really customer service? I then decide to cancel my insurance due to the service level and now that I have cancelled SIS refuses to pay back the double debit from my account. Apparently their accountant and SIS directors need to adhere to their Auditors. I asked that the funds be send back to my Savings account which SIS refuse to do, even after I sent a confirmed electronic bank stamped account confirmation letter with the savings account information. The Receptionist at SIS is so rude, puts the phone down on customers twice, I managed to get more employee names on Linked in for SIS and called back asking to speak to the Directors, who the same receptionist Anja keeps telling me they are in constant meetings. I got hold of Allen the MD's PA (Julia)and called numerous times and sent emails. She left as it is a friday at 12h00, advising me in the morning she will give me feedback. I emailed the owner Allen and MD Mike, only for her to reply from her mobile to say she is waiting for feedback from accounts. So where is my rights as a client? SIS can keep my money, earn interest and refuse to pay the client their own funds back to the account that the client wishes. This is jus shocking behavior, bad customer service and illegal to keep a clients money due to SIS's own internal red tape, refusing to pay my money into my legitimate bank account of my choice. To make matters worse Entin tells me its red tape and they cant do anything about it, the insurer has their rules and that is how it is and that the insurer will not speak to me only to the broker. So they all washed their hands of their client and still I have none of my money back.