Outsurance fall from grace!

In lieu of my past great experience with outsurance in all areas of customer experience, I never dreamt i would one day have resort to this platform to solicit the decency of a response from them. I have 2 policies with Outsurance one which I have had over 11 years. My car insurance was up for renewal in November and I received a rerating notification which reflected the increased premium. After "shopping around" I called the call centre on 16 Oct and was put through to the retention section where I share the better deal I negotiated with another insurance company. In the normal efficient way the quote was beaten on the my car premium but not my household premium. It was, however better than the prvious deal as the sum insured was increased. I received both new policy schedules on 17 Oct. On 24 Nov I received a rerating on the house policy which indicated an increase on the premium and contract which I negotiated just 5 weeks before? I called in on 28 Oct and spoke to Karel who try to explain that this is how "their" system works and it will be the higher premium. I would not except that after on 5 weeks a 12 mth contract/policy is rerated hence called for the manager. I was given Pricilla who was not very friendly basically gave me the option to move my policy if I am not happy. I explained that the same thing happened last year and I was put back to retentions who "renegotiated" my premium down to the previous one. I then insisted on a senior manager - Priscilla then left me on an I accepted she was handing me to her snr. Surprisingly Karel came back and said the senior manager would call me back same day. He gave me Veronica's name and email address but promised she would phone me. It is now 1 December and I the courtesy of the promised call has not materialised. my experience "totally unprofessional" by the team I entrusted with my insurance the past 11 years. How can you rerate a policy uou negotiated for next ensuing year after 5 weeks". None of the staff seem to understand that you do not alter terma after negotiating the contract which is renewed only after 12mths"? POOR SHOW FROM I BRAND I HAVE BEEN SEELING TO MY COLLEAGUES, PEERS, FRIENDS FREE OF CHARGE!