Insurance not helping at all

I was told yesterday by Goerge van Niekerk (panelbeating Unlimited) that I was annoying him, instead of giving me attention by listening and making sure that he understands my problems and frustrations about my car. This behavior is totally not acceptable as I am a loyal client and must have full access to all information with regard to what I am paying for. The same should apply when I have a problem with my car. Miway insurance knows about my car problems but no one came to my rescue. I need to know whether "It is - how they do business?"