Bad attitude and disrespectful treatment

I phone with regards to get a quotation to add another dog on my policy and to request where my card is. I am waiting since May for it and follow up each month. The person who assisted me, was a bit rude towards me and acted like he understand. Before he logged off his call he said this is a difficult one. I am furious and frustrating with them. To phone each month with regards to something is bad customer service but every month they send you an sms to pay your policy. I am paying for a service and expect that someone will assisted me. I was cool and patient everytime and now I am losing it. I phoned back and the lady explained to me where the card is. If this guy just did his work or the previous people. I understand that there are problems with the cards and if I was informed beforehand I would understand.