Call center service very poor

I called the call center on the 27 at 4:30pm the phone rang someone dropped it. Called the second time this time it was not answered.

I called again today at 4:30 through this call center selected option for emergency like yesterday. An agent answered the call, Advised the agent that I have a household insurance and would like some assistance as I have a broken fridge. She advised that the insurance does not cover appliances. I answered by telling her it does. She advised me she will transfer me to the correct department. I have been on hold for more than 20 minutes up until I decided to drop at 4:57pm.I believe the call center is not that busy this time.

How are we supposed to be assisted? Why I'm I paying for my insurance if I cannot be assisted when in need?The service I received was not good at all. Call center agent was clueless. I called from this number + ********** 0456. I cannot remember the agent's name. Can you please hire people who are willing to work and help.