Confused customer

Hollard recently sent sms regarding increase in the premium. When I called, asking for a reason, I was informed that it's due to claims that were paid last year. Who says that I'm not negatively impacted, for them to go and increase premiums with such a higher amount! No change to payouts! I then asked them to send me the letter, and my two policies, to date, I have not yet received anything.

I have been making follow ups, and last week I was informed that they are still busy preparing the letters.

If you are still busy preparing the letters, why are you not sending me the two policies then!

I am a bit worried about what is happening in Hollard. Case number that I was previously allocated : ***.