Outsurance shocking service.

Good day I've had insurance with outsurance for more than 20 years. Lately their service has been shocking. Recently my premium was increased by R800 per month, when I queried this I was told it's due to inflation. However this was a 25 percent increase, as I had not put in any claims it not make sense. Outsurance could not explain the increase and made no effort to try to assist me. Today I reported our Geyser was spraying out water due to a faulty pressure relief valve, which was replaced last August by outsurance. The Geyser & valve are still under warranty. I was told the valve would be sent to the manufacturer under warranty & it would take 2 to 3 working days for a replacement. The replacement cost is R550. So therefore I would be without water for 2 to 3 working days. Due to the long weekend I would be without water for almost a week in the middle of winter. I asked outsurance to assist me by contacting their plumber to help assist me to get water today. Outsurance told me I have to wait for the manufacturer. I asked for the complaints department & was told it won't help & they wouldn't put me through. Their manager would contact me. He never did. All my insurance is with outsurance and I certainly expected them to at least try to assist me.