Erratic and inconsistent service

Outsurance re-rated my policy with a 15% annual increase, and after I complained, they reduced it to a 5% increase. I don't know why it's increased in the first place, my cars are worth less than they were a year ago. After sending me a revised policy, they then decided 3 weeks later to again put up a 15% increase, which makes no sense. Had to call a second time and spend ages on the phone, but got excellent service from Shana who sorted it all out.