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Hi there, you would need to wait for the final response from the insurer - have they sent that to you yet?
OK, so next step is to go to this site and involve the Ombudsman:
The ombudsman will contact you to confirm your details and they will investigate the problem with the insurer. Like I say, I do think they will side with you because of the behaviour of the insurer's employee.
Is there anything else I can answer for you in the meantime?