Bad service from Hollard funeral service

Bad! Bad! Service from the hollard funeral representative Nokuthula. After waiting on the phone for so long for her to tell me, I was supposed to be informed the premium are increasing as there was alot of claims the previous year.... She couldn't explain to me why is hollard debiting more than what is written on my 2019 policy schedule. I asked her to contact me the to let me know till today no response. I'm very disappointed with the service because it is not the first time recieving such service from Hollard. My fear what happens should I need to claim