How to frustrate your clients so they give up - don't attend to their calls

I have been struggling to manage my Discovery Health medical aid, because they no longer have walk-in centres and I am finding it hard to manage that App and everything being online. I am a baby boomer, in my day a computer comprised of a whole room and you had to type job cards. So I was advised to speak to my broker, I did not even know I had one. I got the name and phone number and I have called. Yesterday I held on for a very long time, the line was eventually answered and I was put through to a Mrs K. Mitchelmore ***). The phone rang and rang and eventually the call was just cut. I phoned again this morning, I held on for a long time and then I asked that this lady please return my call as I was phone out all my cell phone air time on trying to contact this broker. She did not call back. I called again about two hours later and the phone was just not answered and after 10 minutes of ringing, I eventually put the phone down. I have reflected on big business insurance today. It seems to me how to build such is to first be very nice to your clients to get them signed up. Then you make yourself as inaccessible as possible, i.e. don't answer your phone, you set up call centres that let people hang on for so long they give up and you don't have to help them. You let them listen for long periods of time to adverti*****ts about your service at their own time and phone call expense. By letting them waste their time and money, you get them frustrated and then they give up and that benefits you. I need to find another broker. Does anyone know of one who answers their phone?