Why so unhelpful, Nedbank Insurance?

Nedbank Insurance for Home Owners is just inefficient and not customer orientated. Last year I reduced the value of my house in an attempt to reduce premiums. At no time did Nedbank suggest I could increase my excess to reduce my premium. I suggested it to them this year. Why are they so unhelpful? In 20 years they have paid 1 claim that I remember. Should Nedbank Insurance pay back the money I could have saved if they had been helpful a year ago? If customer satisfaction meant anything, that is exactly what they'd do.