No contact

We have been customers of King Price going on 3 years now. 3 years ago if you asked for a call back by using the app or their website, you would hardly have time to breathe before your phone rang. Yesterday I was trying to get a quote via the app and then the app said I needed to speak to a consultant, would I like a call back. I said yes. Still waiting for that call. Today because no-one had called me yet, I went on to the app and specifically selected I would like a call from them. Still waiting for that call too. Yes, I could call in, but I hate sitting in phone queues, so I made use of a facility that they provide. What's happened in 3 years King Price? What does it take to get a call back? Is your service slipping? Do I need to be worried about being a customer of yours and what might happen if I make a big claim?