Poor service from SB Insurance Brokers

I pay for insurance on my parent's property & dealing with Standard Bank Insurance Brokers is a nightmare. They only administer the policy which Santam underwrites however, the administration portion could be non-existent. After asking for a copy of the policy schedule, we finally got it a month later(with a surprise premium increase!!). We complained on 2/06/15 about two consecutive premium increases (ref ***) & despite being told of 5-10 working days to respond, we got a response on 2/07/15. This did not resolve our complaint as the policy schedule was only re-sent. A consultant's call still failed to address the issue. On 21/07/15, after calling & asking about cancellation, we were told about an immediate reduction in our premium due to an ERROR. If we didn't call them asking about cancellation, would we receive either a telephone call or any written correspondence? The main deficiency in their \administration"";TAKE NOTE!!!"""