Dont care about their longstanding clients

I have been with Outsurance for sixteen years. I bought a new house, in a better area, and when I phoned them today to change my address, my premiums went up. They supposedly spoke to a manager to see if they can assist me to reduce my premiums as I almost never claim, but they refused to assist. Over all these years, they have around one hundred and fifty thousand rand in premiums from me and can see my claims history, but long standing clients seems to me get treated worse than new clients. When my car was brand new eight years ago, my premium was less than what it is now. I am actually speechless that long and loyal clients get treated this way.

Can someone in charge, like a ops manager or director not relook at my profile and assist? I got two quotes today from other insurers, both had much lower premiums and lower excesses, so I cancelled my Outsurance policy for car and contents. I cannot believe that they just shove their loyal and long clients away like this