Bad Service to loyal client

My aunt has been with outsurance for more that 21 years. She and her husband are both now on pension. So she calls outsurance to ask that they review her monthly instalments as they are paying way more for they're Yaris than what is advertised on tv. And after speaking to 3 consultants none can assist her as to why they are paying so much more then the adds. They wont even assist in lowering theyre premium. I mean she has been with outsurance more than 21 years. Hell is that they way you treat your loyal clients and not even being able to assist to try and look as to how to drop the premium. Wow that goes to say a lot about outsurance. And because call center cant assist they are looking at moving to another insurance that can assist.