********* approach with 21% increase

I have been a loyal Outsurance customer for 15+ years. I received my policy increase for next year on Friday and noted they put up my premium by 21%. I phoned them and spoke to someone who promised he would phone me back. I never received a call back. I then phoned again the afternoon and the phone call made me even more upset. This time the consultant mentioned that he would look at my current premium and decrease the current one (indicating that I actually have been overpaying for the last year) and then the increase would be based on a lower premium and it wont be that much. They then decreased my current premium and added a 20% increase on that. This is highly *********. I have not claimed in the last 6 years except for one windscreen. To increase a yearly premium by 21% is not reasonable and no one can afford such an increase. If you question it they adjust other premiums to make the increase more "reasonable". This is not how I conduct business and I am offended by the service. I also still await feedback from the second phone call. My car premium went up by 27% even though my car is devaluing and even when I stay in a secure estate and work at a place with bio-metric access and security guards.