Bad client service

I contacted them yesterday to cancel my insurance. The lady put me on hold for a good couple of minutes, not sure why as I was unable to hear her. As soon as I was taken off hold the call was dropped. I then phoned back, I asked the agent if it would be possible to phone me back please as I was placed on hold and not sure whether my airtime would last. He took my number and said that he will see what he can do as they are working in a call centre. I fail to understand the statement, do I not get called from a call centre when I want to take out insurance with them? My new insurance company is deducting on my salary date as well as 1st for woman and I must now contact them for a 3rd time to try and cancel