Short term insurance

FNB short term insurance. I moved my cars insurance to FNB in November 2023, thinking that it's a reputable company and they have been my bank for over 20 years. I saw their true colors when my son was involved in a car accident on 4 Jan 2024. Firstly you call and you hold for long once the agent answers she's got an attitude and after begging her to speak to my son as his the one involved in the accident. She kept you holding until I ran out of airtime. She arranged with the tow truck, no confirmation through sms and phone call. ( confirmation that the tow truck is kegit) I bought airtime and phoned back that's when an Sms confirmation was received. I logged a claim through the app and the following day I.e the 5th of January an agent( Barbara) phones me and asks to speak to my son. My son didn't answer his cell and she phoned back to ask me to inform my son that she will call back at 10h00 am.After 2 hours my son waiting for her call he asked me to phone Barbara and was informed she's on lunch. Meantime no claim has been lodged and the car has since beetaken by the tow truck.

I really wonder whether did I make the right decision by moving my insurance to this Bank? Their employees have no empathy and bad attitudes.