Hollard is really dropping the ball

Hi, I am disappointed in how Hollard Insurance handled my query this morning, I woke to a debit order amount which is different from my normal debit order every month and when I called in this morning I was told this is a yearly increase, I get that there might be a yearly increase but why was I not notified of this, the lady I spoke to insists they notified me and I was very uncomfortable with her suggesting that I was notified and yet here I am querying this. The lady I spoke to was not helpful in sense that she did not try to make me understand as a client what happened but insisted that the policy has a yearly increase and I should be knowing this as well I was notified which I told her I had no idea, I wonder sometimes what is the use of having a customer care line if you won't get any client satisfaction at the end of the call. I'm not angry at the new amount that's being debited, I am annoyed at how this whole confusion was handled, I should not be treated like a number I am individual and a client of Hollard and have been for the past 6 years. This is the 2nd service failure in 2 months, I really feel you guys are dropping the ball now.