Bad attitude from Call Center

I submitted a claim to Alexander Forbes and got an automated response. Later in the week, I followed up twice via email with no response. The following week, I phoned and complained and was told someone will call me back. Eventually I was contacted and my claim was captured, this took an entire week to do while my car is not drivable. Then I got a call from an agent to tell me my excess was being increased by R5000 permanently going forward. I told him this was unfair as the incident was not my fault and that raising the excess so much would deter claiming which would mean I would be paying for insurance I would not ever use. He then started giving me attitude and fighting with me. I told him I did not want to speak to him and he should call his manager, he said he would and then continued to fight with me. I eventually decided not to take his abuse any longer and put the phone down on him. I have been with Alex Forbes for some time now and always paid my fees and now the 1st time I claim I am treated like a ******** and abused by call center agents. The service I have received from the company has been terrible in my time of need and I am scared to know how the rest of the process will turn out considering how slow and poorly they operate.

I checked my emails and this is the second time I have received bad service from them this year. Previously I called to update my details and the agent also gave me a hard time. I wonder what is going on in their call center...?