Sanlam - NO communication and No CARE attitude!

I received a mail from Sanlam on 15 December 2020 informing me of the annual increase on my life insurance of about 11.6%. I questioned this and requested an alternative to the high increase. After another huge delay in response eventually I received a mail from the help desk (15 days later) I explained that in the current economic conditions it is a bit steep to increase the premium that much. I was told that if I want to keep my premium the same my life cover will decrease. I asked how much it will decrease? another 13 days later and still NO REPLY from SANLAM. What happened to Sanlam?? Why not have the decency to communicate with your loyal clients?? Please advise before my next debit order is deducted! Never expected this kind of NO SERVICE from Santam.