Bad service

I called them and ask them to try and reduce my monthly premium because it was going up every now and then, they failed to do so, yet I'm paying them every month and also I can't speak my insurer direct because they represent me. But when I had an accident July 2022, I spoke with my insurer yet I'm paying them. Today I ask them to call me, they promised me I will receive a call before 13h00 but now it is 14h10, nothing from them, and I just called them on *** it kept on ringing nobody is picking up the call