Customers worst nightmare !!

Impossible to get a customer service representative to answer my questions about the 25% reduction(payback) on my premiums for driving less than 250kms each month! I have been trying for almost two months now with no success. This business has become arrogant and does not believe it needs to look after its clients !!!!!!!!!! I find it totally unacceptable that in their default email reply - they tell me to phone them if I have any questions - if they cannot solve my problems they should phone ME . Very sad .