Lack of service

I called Miway on 28/12/15 to find out why my insurance premium on my car increased by 14% when the market average is 7.5% - no claims submitted either, no monthly payments missed. I spoke to VICTOR. Victor put me on hold for 5+ minutes, just to come back to me and ask if he can call me back. I have not heard anything further from Miway. I called again today - Victor is busy.. obviously! I have been in this industry (STI) for 10 years myself and I know what it's about. Victor doesn't want to make changes on my policy because he will lose money on his commission if he brings my premium down. I have always received good service from Miway - Victor seems to be the problem here - representing MIWAY.