Appalling service despite being CIVIL

I am appalled at the level of service I have received for you. I have never claimed and pay an extra amount to get a dedicated portfolio consultant to assist me with my queries and I never get any of it. This is disgusting service and would assume a person of my caliber would be treated with a bit of decency for the fact that I have never complaint in this manner about your appalling service. I have been sent from pillar to post about your lack of consistency and transparency with regards to my account and complaint. I signed up with you guys for the past 3 years and every time I ask for information I am not assisted. I submitted a claim in October and a few days later before I got confirmation that my claim was lodged I received my updated policy schedule. Which I have read and it stated that if im rear-ended while im parked legally then I will not have access added to my claim. Surprise, surprise, Tyrone calls me and tells me that they calculated my access based on a policy schedule dated 29/08/2015. I then decide to get more information because I felt misled. Does this mean each time I claim then new policy details will pop and I would need to assume its effective after I claim