Not value for money

Bad service from a lady I called yesterday for car insurance review as it's been 12 months with them and I never had a claim except for hail damage. The only thing the agent said was, "the only way to reduce your premium 8s to remove car hire" she did not even try to escalate or try, she did not even ask open ended questions. But, when they sold the car insurance from the beginning, they promised that should I not have a claim within 12 months, the premium decreases. So dissatisfied and disappointed.