Nedbank Insurance is atrocious.

Getting feedback on funeral policies we have been paying for years is like pulling hens teeth. In eight years, not one single statement, not one single update on payment allocations, which I have struggled with in the past. I don't have airtime so asked on Twitter for a consultant to call me. Was plainly told to call them. Eventually today the social media department called me to transfer me, and then politely put the phone down. Is this how clients are appreciated?