Worst customer service

I have a very old policy which I app**** online, and an Agent came physically to take the information required. Now that I want to effect changes to the policy, I am told I have to go to the nearest branch. Phoning in was a nightmare, I would keep holding til I could not. Then I wrote e-mails which went unanswered. I called in again, and that was the last straw. Telling me I have to go to a branch to make changes, whereas the policy was not opened in a branch. Really???