Baaaad service

So I phoned in yesterday to update my policy, <br> after holding for approximately 10 minutes, the call is answered (I assume auto answer)<br> No one speaks - I can hear the agents having fun in the background..... eventually this agent realizes there is a client on the line<br> She then tells me she's going to put me on hold - which she failed to do by the way, so I was listening to the whole conversation <br> of how she was telling her colleagues what happened, and how they were laughing about it.<br> <br> I requested a manager to phone me back, which didn't happen. (Please go and listen to that call!)<br> <br> When I phoned today, I also held on forever, and the lady that attempted to assist me, was also very unhelpful. <br> Can someone please assist????? <br>