The insurance company you can't reach

I do not understand how an insurance company can keep someone on the line for more than an hour, more than once. I thought it was me but my sibling had the same experience a couple weeks ago for car insurance. First the email they sent me had an address that doesn't exist and then they opt not to answer the phones while you listen to a recording of how important your call is. I finally tracked down the correct email address and haven't heard back since the automated response.

You really need to do better!