Poorest service ever

I recently had a review done on my premium I called in as I was not happy about the premium increase and the premium was adjusted but it was still higher than the current premium, the agent said he would send the review to his manager and will get back to me which he never did I have called in numerous times and have been told he is currently busy and he will get back to me which hasn't happened. I called in again after reading the new policy schedule and there were exclusions that happened without my knowledge and the agent I spoke to said I must send her and email and she will get back to me of which she also never did. How does 1st for women make amendments to my policy without my consent, hadn't I read the policy schedule I wouldn't have seen that there have been amendments without my knowledge and consent. Also os this the new service level agreement with your agents to promise to call back and never do. My pay date is close and there have been no communication.