Bad serivce from customer service

I phoned on Monday the 29/09/2025 to find out my policy. My fur baby that is like our child to me and my husband as we don't have kids needs get her ears cleaned. The lady at your customer care told me that you don't cover it because it is not part of my policy, Then I told her in that case I'm going to cancel they insurance because every time there is an excuse for not paying she told me that someone from the cancellations department will phone me in 30 min to cancel the insurance. Then Yesterday I received a notice that the insurance it going up on the 1st of November you are quick to take the money of my account but you are up to **** for paying and give the customer service. It is Friday the 03/10/2025 and I still awaiting for somebody to phone me. That is what you call **** customer service