neglected quiry

I am currently insured wth absa insurance for my car(NOT idirect)....so they increased my premiums and I enquired to find out why then the lady emailed me back wh my policy to say my insurance claim was up for review in may as speculated on the policy document which she had attached to the email....according to that same document she referred to...my policy was for review in July...I brought this to the lady's attention and she did nothing about it. ..I had not had any claims and had not expected premiums to go up. ...when I did claim for a cracked windscreen my excess was super high...I emailed her to find out why and to see my insurance schedule to confirm what my excess i had signed fr was....and she never got back to me. I have been trying countless times to get hold of these people they are not easy to find and the phones go unanswered...I can only imagine what the situation could be like if I were to have to claim...