Disgruntled and dismayed

I have filed my claim last month already and after being sent from pillar to post I was told that my claim will not be paid because the car was not driven by me but my brother of which I followed that up and explain to you guys that when I took up the insurance I was told that claims will be paid regardless whether or not the car is being driven by me the only thing that will be affected is my access. I was then told that you guys are going to further review my claim and will supply me with feedback within 48 hours (that was last week on Monday) but till this day no feedback was received from you guys instead yesterday I received a letter confirming adjustments to my premiums.

My question is how long do I have to wait for you to provide me with feedback??? and furthermore, why the sudden increase to my premiums?