Failure to handle customer objection!!!

Momentum STI retentions department failed decimally to explain the logic 20.5% premium hike of which Mbali could only provide nonsense explanation... Asked for a manager to explain the fact in writing...to this point I'm still waiting??? my fear is that s/he is still composing, cannot compose the so called response or cannot come up with a viable explanation to the fact!!!

My loss ratio vs what I have contributed is extremely less than 60% - please explain the hike????

My next move will be mail to NICOLAAS or the next available exec... since there is no escalation process place!!!!