Still waiting for a response

What is the point of having a Med Aid if they never respond to info you need. I have tried twice in the past few days to find out more about their proposed 11% increase to my monthly subscription, but have had zero response, in spite of the fact that they said a consultant will contact me. I am a pensioner on a Hospital Plan but to them I am just another number and someone who pays a monthly amount into their coffers. When I, on a previous occasions a year ago, dealt with one of their consultants, he had no clue as to what to answe me. Very disappointing service at R4000 pm.