Have you been with them for more than 1 year?
They should have informed you in writing of any changes surely?
I used to be a member but we called them out 1 in the first year, no call outs in the 2nd year and 2 call outs in the 3rd year. After the 2nd callout (in the 3rd year) we were informed that if we call them out again, we will have to pay a charge as we are calling them out too often!
I'n no longer a member and have now been with someone else for the oast 2 years.
I had a problem with the AA - want to get our new nanny covered. They won't cover her as an extra person but I discovered that despite being a member for over 15 years I was paying £30 more than advertised on the website. Complained and they have refunded me the difference.