Surewise too busy to lower premiums in line with depreciation of vehicle

I would like to express my disappointment in Surewise who twice did not return my calls or respond to my emails regarding the lowering my premium. In the week of 18 August I phoned them to discuss my insurance policy and the fact that I have relocated. I mentioned that my car is now 5 years old and that I feel my premium should also go down a bit. The person who I spoke to agreed and indicated that she would put me through to the relevant Department. I was then informed that the Department had a high call rate but that they will phone me back (ref nu: ********** 0). I was not phoned back and on Thursday (17/08/2017) I phoned once again. Keisha informed me that she will email the Head of the Department to make sure they return my call on the same day. I once again did not receive a callback. The fact that Surewise is easy to contact a person regarding increasing costs but not the opposite I feel is very disappointing. I have emailed them twice to voice my disappointment and asking them to please return my call but I have received no response to my emails.