Claim closed for no valid reasons

I’ve been with Dialdirect for almost a year with no problems even on must premiums. I had an incident last month and called immediately, the consultant advised me to log a claim on App of which it was not working all along because of incorrect information captured on their system. He managed to assist me and logged on and made a claim with all disc scan, pictures in all angles same day. The very same day I received the message that my premium was increased, in my shock state. How is that even possible without a year review. In 4 days I received an email to capture my details as well as the person I encountered the incident with, the sketch and all. I did all that and send back the form. Today I received an sms with a link , letter explaining that the claim case was closed. How come? I called immediately and the claim lady said my case was with Siddarth Maharaj of which it was assigned to from the onset but I never be in contact with hime nor he responded to any of my chatbox messages. Tomorrow they will be taking a debit order and I’m going to dispute it. I still need answers