Ridiculous rate premium increase and no reply from support

I recently received communication that my premium will go up by 20%.

I phoned the contact centre, and the person I spoke to confirmed with his manager that that's the best you can do.

Now, what I want to know is how on earth do you justify (especially for someone who has made no claims from dial direct, and for your info, only once at all the other insurance companies I've been with) such an increase?

I emailed support and got no response in a week.

Do you care to keep your loyal customers?