Lack of response - not customer oriented

I sent Absa Activate insurance an email on 23 January. Reference received is C-***5. To date I have not had a response or feedback to my query - my query related to a review of my policy premium as Absa Activate competitors like Naked and Pineapple offered me lower premiums for higher cover. Absa Active clearly does not take my business seriously. I would like someone to assist with a review asap or I will cancel my policy and move to your competitor.