Poor service - poor tech - lack of responsibility

Service is terrible. I'm considering moving my HOC insurance account over to my broker and my ABSA mortgage bond account to another bank. I enquired about my insurance claim via email and received a case number. I completed my claim form and received a different case number. I received no phone calls for six days. I phoned the call centre, followed the prompts, and the reps told me that my claim numbers received via email were invalid. The rep transferred me to make a new insurance claim, but there was no answer. Then I phoned again, followed the prompts, and tried to register a new insurance claim, but the system sent the OTP to my old number which doesn't exist anymore, and gave me no option to proceed without the OTP. I hung up and phoned the call centre again noticing that there is no option for a general enquiries operator. I followed the prompts, choosing a couple of other options, each time hanging up and rephoning again when the options ran out. Eventually I think I chose the admin department and spoke to one male rep that denied my experience and stated that my number is recorded correctly on the system. I told him that the correct number is recorded with my ABSA bank account, but the incorrect number with my HOC insurance. He didn't listen nor believe me, and transferred me to his colleague who also didn't believe me, nor listened to me properly. Both were disrespectful and didn't search for solutions to my problems. I had to insist that the second rep, register my claim manually and send me an email. She said the system would send an SMS with my case number, but not an email. The reps are too anonymous and are not held accountable nor are they responsible for their service positions. I believe that this pattern of service quality has become part of ABSA's corporate culture because I've experienced poor service in general over the years; in the branches, online, via telephone and email. I'm probably unable to link my ABSA banking account/app to my HOC insurance policy due to a tech error, probably linked to the HOC insurance policy having 2 owners and my old/incorrect phone number. I explained this to both ABSA REPS, but they refused to listen, acknowledge, understand nor offer solutions or refer me to the correct staff or management.