They have since replied to my letter of complaint, which focused on two points: They treated me unfairly because of the language barrier, and that they never made the verbal statements to me that they did by phone.

I was sent the 3 main phone call recordings by email, which clearly detailed how they stated they would give me a "full refund" due to a botched policy continuation where they stated, "yes it was our mistake." (all recorded) - but even then, they denied that this is what they meant as they has to cover costs etc etc... complete and utter bullshit, and stubborn in the face of proof to reverse their actions and refund me.  

Their letter waffled on about all the strict equality rules that they follow and how their actions could not have possibly been wrong, and that therefore in their opinion the case was closed.

Imagine the frustration when someone tells you something, its recorded, and then when they hear what is said they simply say "we didn't say that." - Anyway... life goes on...!

Remember the logo:  SMILE... No you won't!

(Allianz, Glocals sponsor... Is a safer, trusted option I think for your insurance needs!)