Now what now?

On Friday 10 April 2015 at 12h37, I checked my E-mails to discover that an instruction given to the broker in 2014 was not carried out! Upon calling the offices, I was placed on hold and the switchboard operator told me that the person I requested to speak to, was on lunch! I gave my cell no.AND policy number to the operator and requested a return call. Since this was a serious matter I expressed my dismay in no uncertain terms! I was assured that I would be contacted! Well I gave them the whole of Friday afternoon and assuming they were busy, they would call me on Monday. Well Monday afternoon 13h15, Nothing!!! The problem is that if they are so poor at handling a query, how on earth will they ever be able to handle a claim! Even the instruction given to them to place a new vehicle on the policy in 2014 was never done hence the query! If this is how you handle a customer of 18 odd years, I cannot see my way forward with this company! I probably will get results after this \rant"but the same happened to a fellow referral "