Disappointing service and high premiums

I contacted Outsurance on 15/11/2018 at around 15:00pm to discuss my premium and change my address. My vehicle is 6 years old and paid up. The premium I pay is almost as high as when the car was brand new. They mentioned that my policy will be sent, and two weeks later, I am still waiting. This is not the first time my policy is not sent. No effort was made to maintain me as client and they clearly do not value loyalty. I am very disappointed with there service after all these years.