Bad Customer service received

I'm writing this email today to express the Level of disappointment I have with insurance, today was my third attempt calling the call center to do a policy review and there is nobody to assist every time the receptionist transfer the call to the relevant department nobody is picking up the music plays until I run out of airtime or else they reject my call deliberately. As a Customer/ Policy holder at Affinity my expectations is to get assistance promptly and with a sense of urgency and which do not get with this organization and that worries me a lot because one day I will have an Emergency and I'm afraid nobody will be there to rescue me as you always claim to be our "guiding Angel".

Can somebody intervine on this matter with urgency before I loose my mind.