Staff is friendly in general when joining, emergency roadside assistance and also updating my profile

Staff is friendly in general when joining, emergency roadside assistance and also updating my profile. It is only when i claim when people I'm speaking to are not friendly. I also once asked one of them to call me back when i was doing a claim and she said i must continue answering questions she'll only call me back when my call is cut by insufficient funds. I continued answering questions for claiming until i was done but all my airtime was finished by the end of the call