Disgusting, unprofessional, unacceptable behaviour from SENIOR MANAGEMENT

Called the call centre to find out if my car hire will apply for a warranty issue, the agent said no unless there's a claim with them. I don't recall this being said to me. However my husband was very frustrated that they were being unhelpful, the agent then said he will call the "senior manager" who repeated the same to us, my husband then requested the initial recording and he refused and told my husband he knows it was told to us. Absolutely rude and arrogant, unprofessional and unhelpful. He also refused to give us his name at the end. For me it's the disgusting service from a SENIOR MANAGER who is portraying the behaviour of how agents should handle an upset client. On all calls records we are told they can share a copy of we require it, but him being so rude and unprofessional with an upset client shows me why people always tell us we are with the worst insurance company. I would like to know how this will be handled internally because I am definitely moving my insurance.