Shame on a good company

Poor service, I sent an e-mail a while ago. I called with a reference number but the guy was rude and hung up when I asked to speak to someone else. I called again and they said they will put me through to their senior and still I couldn't go through. All I wanted was to check if all is in order with my premiums. I have been their client for over 10 years. This is not good. Especially after having to pay so much over the years.