Welcome back @kim6, I have moved your topic to this already existing older thread about people’s insurance stories as it seems to fit well with the theme of the topic.
Now to your problem:
First make a formal complaint in writing to your insurer, there are templates through CHOICE and the ACCC that may be useful in preparing your email/letter. Some further advice can be found at https://www.choice.com.au/shopping/consumer-rights-and-advice/make-a-complaint/articles/consumer-complaints-checklist or https://www.accc.gov.au/consumers/complaints-problems/make-a-consumer-complaint. While these refer to mostly Australian Consumer Law (ACL) issues the steps are largely the same.
Phone calls are a good starting point but they are not satisfactory proof of what was discussed and this is why written complaints are better unless the conversations are recorded. Recordings have lots of legal requirements so if you wish to record ensure you follow the steps to do so legally only and as you’ve seen getting the businesses recordings can be a problem.
You can access some free legal advice and perhaps this is a good starting point, on this site we have a small list of some services that might be of assistance to you at Free Legal Advice Centres
Also make a complaint to AFCA, I’m not suggesting it will be successful but they are the Federal Agency tasked with Insurance and similar Financial complaints.
