VERY poor service

My car is insured with idirect. Every year I need to phone to have my policy reviewed and changed. They just increase it with an enormous percentage. The car has a depreciation value, so it's not possible to increase by such a big percentage. Last year I was told to phone each year if I am not happy so that they can review the premium. This year I phoned on the 25th of June. Firstly to change my address and secondly to speak to someone about my premium. Change of address was done and then they transferred me to the department who can help me review my policy. Nobody answered, the lady came back and said they were not answering, but she would give the message. I never got a callback. On the 26th of June, I e-mailed Idirect, as well as the admin address as well as the complaints address, but still no contact. On the 1ste of July, I phoned again, when I changed the address the lady typed in the incorrect number of the house so I changed that and asked to speak to someone on the "review" team - again she put me through, came back and said they are not answering, but she will give a message, still no contact. How is it possible that a service-driven company taking premiums from you has such bad service? This is the last year that I will struggle like this. If it happens again that I cannot even get hold of someone to talk to on the phone and my emails are not even answered, I am moving my insurance to another company and I will not recommend idirect to anybody!! I wonder how a claim will be handled if this query from a client is just ignored...