Lack of communication from MIWAY Insurance after the promised 72 hours

I am an active MIWAY policy holder since 2018. Towards the end of January 2021, I received a notification to raise my monthly premium starting from the 15 February 2021. On 1 February 2021, I called MIWAY to negotiate the proposed premium and I was advised by the call agent that the responsible department would call me within 72 hours; and that the organisation was experiencing some capacity issues due to the global COVI-19 pandemic. I agreed but the 72 hours or three (3 days) had elapsed. In addition, I used their APP to communicate. On 4 February 2021, I recorded the query on the APP again and I was advised that the responsible department would call me after 72 hours. I am now skeptical if MIWAY would call me as I need to discuss with them alternatives as I cannot afford to pay their monthly premium, from about R1400 to R1900; under the current socio-economic conditions. I reckoned that they should have engaged with me before the reach to this conclusion. I opted for this platform because I am getting frustrated due to lack of communication despite my two attempts to contact them. I do really understand the global impacts of COVID-19; however, I believe that MIWAY could have looked after their clients by now after taking notice of my dissatisfaction.