Extremely rude Outsurance employee

Hi my name is Lindiwe Twala. I am 61 years old. I would like to share my experience with a staff member of outsurance, Marlene Naidoo who is extremely rude.

The way she is handling the customers and she always tell me that she is the only person who can be contacted if I need to speak to a senior person than her. I have asked her more than 3 times to escalate my query and she told me that I dont have to screem when I talk to her

Is she the only person who is employed by Outsurance and maybe the owner of Outsurance? Is this the way Outsurance taught their staff members to be rude to their customers even the pensioner even if I am more than 20 years with them?