Tired

So I have been having a back and forth with Santam for close to a year now, fine they agreed to take down my premiums based on a good profile so they said, and mind you they don’t even send me the policy schedule. I requested for it couple of times till it was sent and I realized they increased my excess , I think this is their way of them benefiting somehow since they took down the premium, the excess wasn’t discussed with me. I emailed them about a week ago about the excess amount they went silent on me.