Unfair premium increase and customer care an addon

I recently purchased a car and updated my policy, to ensure I get the best deal I spent the whole day finding insurance quotes. I was very happy with Discovery's deal and went with it, only to hear a week later that my premium is going up. When I called Discovery to discuss this, the line was very bad and I requested a call back (from Monique). The answer to this was that the lines are very busy and they are not allowed to call back, eventually the call was dropped and I couldn't complete the call. To my frustration, Discovery will not call me back in this instance and I will not be able to reach the same person. I also have to go through the whole verification process etc. All this I have to do and I have to pay for the phone call, why? This was not clearly stipulated in the contract that customer care is and added bonus that I have to pay for? We can't even use the minutes included in our cellphone contract, since this is a 086 number. So firstly I have to ask why do you provide the better deal to only make the sale and then push up my premium at the first possible instance? This I see as very immoral and not as good business etiquette. The same applies for your policies on customer care, customer care is a paid for add on. Customer care is suppose to be included as a standard service no questions asked, this sort of attitude just shows you only want our money for no proper service.