Waiting forever..??

So it turned out that Outsurance increased my premium dramatically due to a claim made in 2017. So all I needed was my latest policy document, for 2 reasons: 1). To check if everything is still up to date (I did upgrade my phone a month ago). 2). To start getting more competitive quotes. I know this happened during the festive season, but e-mails are still working as far as I know. Two weeks later and still nothing..?? I am very shocked with this service as I always rated Outsurance as one of the very best companies I ever dealt with. Now I am not so sure anymore..!!