unfair business practice towards clients

I am very concerned that Hollard hides behind procedures especially when there's simple question that needs answer. They received an email informing them of the premiums we paid little more than the amount due. our premium is R307 at this time and we were paying R320 via eft, because my brother is helping me pay for the insurance as I cant pay by myself at this time. My brother has been assisting for the last 5 years. Their automated response says were must wait as within 2 days I can expect a response. Now I am not asking for a call back I am asking for a written response, They said that if I dont receive feedback I must call in. I pay a premium which means we as a client are contributing a portion to the running of Hollard's business. its not fair for us wait hopelessly for a response and if there is no response I must call in. Thats no good customer service