customers service very poor

Normally I do not complain, because i have received excellent customer service from First For Woman Insurance when i submitted a claim, but when i have a account query with regards to an incorrect deduction, and send emails or phone in with a query, the response is really terrible. The emails stays unanswered and when phoning in, a manager will sort out a query but never return my calls. It is really bad that i have to use a public platform to complain about your customer service, but what can i do if nobody reacts on my emails or phonecalls? I recently saw that your company was rated number one in customer service, but unfortunately i defenately do not agree, i can only praise your claims department but your "normal" customer service sucks big time!