PREMIUM INCREASED BASED ON CLAIMS THAT WERE NOT PAID "INTERNAL ADMIN FEES"

Premium was adjusted without notification. I complained on Social media, which I was then advised that the premium was adjusted because the policy went for screening because of "unacceptable claims history". On the email was advised to contact the complaints department, contacted the claims department was then transferred to 3 different departments. Then was advised I need to speak to screening department. Screening department sent a breakdown of claims that were paid out. Upon further investigation we discovered that claims that were not paid out were reflecting on our claims history. They then advised us that we need to contact the claims department, spoke to a lady named Maralize. We only managed to go through 1 claim before the call cut, but she says that on that specific claim it was admin fees which shouldn't have reflected on the claim history but its rather background charges. The claim was not paid out because Santam could not understand that this was a 3rd party claim because we knocked a neighbour's wall with our vehicle yet they registered this claim under "our building insurance " yet the wall doesn't belong to us. Now they have put amounts under our claim history which have now affected the premium. We called santam because our geyser burst. The geyser was still under warranty and santam didn't pay for this because the warranty covered it yet Santam have put an amount for a claim on our claims history. "ALL THEIR SO CALLED ADMIN FEES AFFECT YOUR PREMIUM AND CLAIMS HISTORY" even though they have not paid a claim. The screening department says that the it's based on claims paid vs payments received from the policy premium. Now Maralize says it's got nothing to do with the claims department and said we must contact the underwriters. We are being pushed from pillar to post. We have advised each department that we are querying this ourselves because our brokers "Vestpro Wealth" do not send any communication to us. They are of no help whatsoever. They were notified of the screening on 13 November 2024 and to date no correspondence was sent to us notifying us that the premium will be increased. I only picked this up when the debit order went off on the 1st January 2025.