Losing a customer after 19 years

I am currently in the process of purchasing another vehicle and adding this to my existing profile with Outsurance. Upon receipt of the installment I then changed vehicles and obtained a new quote. This amount slightly less but still seemed excessive. I then obtain quote from a well known Insurance broker for the same products and was amazed that I can have all products listed for a lessor amount. I called in and spoke to a senior advisor who could not assist, I have also emailed a more senior manager with figures from Outsurance and the possible new insurer thinking I would be contacted as a matter of urgency. Guess after 19 years this is what happens when you lose faithful longstanding customers with exceptional records. Disappointed that my quote and full profile cannot be looked at apart from a mere R75-00 difference. New quote includes new vehicle and is still cheaper than existing premium from Outsurance.