hearing advisors chatting in the background instead of answering call

i have pet insurance with oneplan.. one day i called in and wanted to actually upgrade my preminum to have my cat spayed.. the advisor mislead me by saying the plan i am on includes spaying although i asked her whether she was sure she reassured me that after the 5th of august 2021 i can take my cat to be spayed.. i was out of town around that time and waited till sept. in sept i booked the appointment and tried to do the claim and obviously with the hospital plan i couldnt. i called in and the advisor was very helpful and friendly as usual. she called the manager and the manager called me back and told me that she would once again call me back after she had listened to the call between the advisor and i. she then called me back and confirmed that i was mislead by the advisor who told me spaying is included. the manager then said she will take this up with her bosses and call me and i should find out whether my cat would be submitted for spaying in the meantime.. she tried to call me back once after and i was in a teams meeting with work so i couldnt answer at the time... i tried to call her back thrice on different days after that but the advisor would say that the manager is in a meeting or would call me back.. which never happened . i would like to note that in this period my cat goes into heat and sprains her hind legs from being in a certain position and i had to take her to the vet and pay out of my own pocket again... money i did not budget for once again while tryna wait for an answer from oneplan. after many attempts of calling and not getting through the manager, what i did next is i decided to do a quality check on behalf of oneplan pet insurance and record the call for quality purposes... i have a 19minute recording of how i would be first in line and no advisors picked up and after the third attempt while being first in line and waiting, an advisor eventually picked up tried to put me through to the manager. it was ringing and ringing... the worst part is while im waiting for my call to be answered, i can hear the advisors chatting amongst themselves in the background for a good couple of minutes and eventually one person comes closer to the phone, sees im online and drops the call in my ear instead of answering it. this all recorded and beyond pathetic service... i want all my money back from onepet and i will go to the ombudsman to let them hear how oneplan treats their customers... my cat was traumatised being in heat so much i had to leave work and take her to the vet. i had to see my cat suffer and this is traumatizing as an pet owner. oneplan really dissapointed me. i know the managers name but wont expose it on this platform. i have all the dates i called and records...