Useless Assistance

I tried to call today but the lady on the phone had no understanding about my problem and I ended up hanging on until the line cut. I had identified myself so I am at a loss as to why nobody called back. I have 2 cars registered with you. One has now been in an accident and is completely off the road so I want to remove it from the agreement until such a time when it is repaired. Why is this such a problem and so hard to understand?