Bad service

So I have been with them for a few months now. I am disgusted as to how I am being treated. This is the first time I want to register a claim, after holding on for how long and finally speaking to someone I get told she is not registering the claim and someone would phone me back to register the claim. She was not ever friendly and did not even have empathy. What kind of insurance is this and if this is what the service is I will move from insurance companies. This is very bad service for sure.