Complaint - Urgent Request for Policy Upgrade

I am writing to formally express my dissatisfaction with the service I have received regarding my request to upgrade my policy.

I have been attempting to upgrade my policy *since July 2026*. On four separate occasions, I have called in and been told that my call is being transferred, only for the call to be dropped before I could be assisted. I have also sent emails and lodged complaints, none of which have been resolved.

This morning at approximately 08:00, I received a call from one of your agents who advised me that she would forward my details to another agent who would call me back within five minutes. I waited until 09:00 and no call was received.

Subsequently, at approximately 16:30, I received a call from an agent who stated, "I hear you are looking for insurance, how can I assist you?" I explained that I had been waiting for a call to assist me with upgrading my policy. The agent assured me that she would ensure the call would not be dropped and advised that she would do something on her side to prevent this.

Despite this assurance, the call was dropped. Prior to being disconnected, the call went to an automated voice prompt stating "press 1 if you are requesting an ambulance," which I did not understand, as I was informed that measures had been taken to prevent the call from dropping.

Today I was also provided with a number which I was told would be free to call, however, I was charged for the call.

I find this level of service unacceptable. I had intended for this upgrade to be effective by month-end.