Can someone help? But with all due respect sir, this falls outside my expertise and responsibilities, please contact the following department

I am dealing with FNB Short term insurance. I have emailed, I have phoned, with no real response. I ask them a very simple question. I have a vehicle currently insured by FNB, I want to add one vehicle, but before I add, give me a competitive quote. It is now a month later and I still do not have a competitive quote. I get send from one department to another. It appears this is how FNB conducts its business - but with all due respect sir, this falls outside my expertise and responsibilities, please contact the following department. - I phoned a competitor where I have the other car insured and ask them for the same response. 10 minutes later I have a competitive quote in my email box. I would like to stay with FNB as I am banking with them, but is this how you get treated after years of loyalty? I am told that they cannot help me, I have to spend hours on the telephone or emails as there are different people doing different jobs in different departments - this all against my time, phone and data bills. The FNB Complaints officer cannot help me as he cannot even get the answers, what about me the customer? So I am told today that he can also not escalate the issue as there is no valid reason. Also they cannot review the price and there is a big difference in price. So I guess it is only one way - DO NOT SUPPORT FNB SHORT TERM INSURANCE. The sad part is I would have loved to escalate this to my private banker, but I guess absence makes the heart grow founder. I have a Private banker which has not contacted me in all the years I have been with the bank.