Bad service

What a bad service from oaksure and affinity insurance, I called them as I was not debited in December they said they will call me and I was advised that they are waiting for finance to confirm. They never called me and month end money was debited twice without informing me first, now my husband just had an accident this morning and I have been calling them for assistance, they pick and I hear background noise, they are laughing and talking, I was transferred to a consultant who I gave her my husband number to call. When I called my husband to find out if they called him and He said yes but I did not speak to anybody as there was background noise and they were talking , is now 1:47 I have been asking for assistance and nobody is getting back to me.. Am so frustrated and angry. The service is very poor and am paying every month.