Ignore emails and calls

I am asking for a claim withdrawal document from them (Which means I don't want to claim from them but I need this one to claim from a third party insurance) and they are very slow and they ignore my email. I sent two reminder emails to get the document and no one is even replying. I have been like that without replies for two weeks! If this is the case when I just ask for a document, I wonder what happens when I really need to claim money from you. Also I keep calling them to ask for this but they just leave me waiting on the phone and says agents are busy for a long time, and when someone set a phone number on the website to get a quote they call in less than 10 seconds. Another problem is that I have vitality drive, and due to a problem in their side, they told me I can't get any fuel cash back for the past 7 months because the device was registered to the wrong account. I am totally dissatisfied and will definitely be moving to another insurance company once I fix my car.