Expects me to pay more

Janine phoned me today 4th of august wanting me to pay more because she can't find the necessary documentation that I was on insurance with my parents. After I have given her the policy number, id number, initials and surnames all the details she wanted from me. Now that they don't answer she wants me to pay more.<br> Why can't she just phone them more regularly or try and follow up more? If you guys are going to accept this I am moving to another insurance company as this is unacceptable. I was okay with the customer service up to date but after this I am very disappointed. If they requested the documents from me they could have just asked me to get it myself but they didn't. This is not fair towards me as client and are very unhappy about this situation as there was more issues as just this. Hope you will find a way to sort this out and keep me as a client on the same premium or I will be leaving Virseker.