My premium went up with 33%, obviously not happy I requested Budget Insurance to please call me but no one phoned for 4 days

My premium went up with 33%, obviously not happy I requested Budget Insurance to please call me but no one phoned for 4 days. I received an SMS X2 stating that I must phone budget insurance regarding my policy. This is not acceptable, I have to admit and say the consultant whom I spoke with was very helpful and got my premium down again. I just don't agree with the service I'm getting, it shows that if I should find myself in an emergency situation, that I might not get the help I may need. The consultant however was great, friendly, patience and was understanding, he actually helped. Service from company was poor, the consultant however was good