No service etiquette

I called Brightrock earlier today and te call was answered by an operator at service desk. I asked him to give me the reason(s) why an application of mine was revised and the premium now +- R350 more. He asked me whether I spoke to my broker about and I said 'No' as I saw the 086 number for Brightrock on the letter my broker sent me. He told me that I had to stay on the line. I was subsequently cut off. When I called again, within the minute, I was put through to Khabelo and I heard that the person who attended to my query went off on lunch.

What type of services is this ?