Not feeling prioritised as a policyholder

I am on the highest plan, elite plus - I chose this because I didn't want issues should I need legal assistance with them. I recently reached out for their assistance in a matter where they are acting as a mediator. I am not happy with the service. It has felt like they are not interested at all in the case and they are just doing it because it was assigned to them and it is not a priority, which is very frustrating on my side as I needed to get this over and done with. Communication is terrible.

I had contacted them because I had exhausted all my options in trying to resolve the matter between me and the other party. I do not wish to ever use their services again.