King Price Contact Center - Bad Performance

My claim is currently in progress and it speedily approved, still yet to see how it pan out. However, their customer service is the pits, first I tried their chat, the app signs me out I then get an email that an agent is online, I click the link and it takes me back to the chat only for the session to be ended, all of this took less than a minute. So the agents monitoring the chat can't even wait for one minute for me to navigate through their app. On top of that they don't even call me back after ending the chat. I then request a call back which they fullfil promptly but the agent was completely unprofessional, I'm asking the him about a message from king Price about a message that I received, all I'm simply doing is requesting clarity and he keeps telling about me not having a certain cover so I shouldn't about the message- I don't have a car hire, I have kings cab, the message I get says 'Replacement Vehicle= Yes', so I'm trying to figure out what it means, he says I'm taking chances but I raised this query because the message seems to neither be connected to the car hire or kings cab but the man is too casual about it, I then dismiss him and tell him to escalate the matter. This is where it also gets interesting, the second persons phone is not even clear, it is ****led so I can't completely make out what the person is saying but from the reaction it's clear that the other person had no clue what I was on about, they didn't even ask me about my query, she just said she gave my number to someone and that they'll call me back like it's some kind of side deal. As it stands I'm still yet to receive a call from whoever this person is. I'm grateful that king Price is pushing my claim through but customer experience is absolutely paramount and most of us would get into trouble at our jobs if we treated customers so laxed, even cashiers at Woolworths treat us better than this. It is clear that the insurance company I signed up for in 2019 is not the same today, and I'm a person who looks for signs of a business in trouble, if you can't spend money to train or get the people who take themselves and their jobs seriously then what else is happening at the top. After this claim is complete I'm reassessing my options because if this is a sign then my next claim is definitely getting rejected