Bad customer service

This is the third time that I am in an issue where budget is failing to meet the basic consumer rights of customers and still continues to raise monthly premiums with hidden costs that have no explanation whatsoever, I was told by a certain consultant that my policy has been amanded yet I'm still paying more than what I initially paid, on top of that I have a claim that's been logged in for weeks now and no form of communication is being made whatsoever but all my premiums are up to date, it's extremely painful to be the one following up on your claim while you're dealing with the emotional pain of having victims that are critical condition from the accident and have the consultant tell you i cannot call you back immediately should you run out of airtime