Poor customer service

I have spent countless amounts of money having my car insured through budget insurance. When calling through to customer service and ask to be called back, I don't receive any follow up call. My intended queries and requests not taken into interest. After calling through a second time, I get to ask what I am looking for through my insurance and am made to wait in excess of 6 minutes on the line...I'm paying for this call as well as paying my insurance. Called through again to speak to someone in management who can hopefully deal with my needs as a client, get made to hold on the line, told I'm being transferred to a manager, then back to the same person who has a round of questions....'do you have an existing policy with us?' is what I'm asked. Is it so difficult to help a paying customer. Absolute terrible customer service