From awesome service to gruesome service

I used to be a big fan of Outsurance, but recent experiences and conversations with friends have led me to believe that their service and values have declined. My call with a sales agent started off well, but when I requested a quote, she said she couldn't send it to me and would only provide the policy schedule. Despite my insistence, she refused to send the quote, claiming I am going to use it to negotiate with my broker (which I don’t have), so she will not send it. This led to a frustrating argument, and I eventually ended the call. Later, when I called to claim the R500 offer for not beating my current premium I didn’t receive an OTP so I sent an email about this issue, but the agent I was dealing with, Lethabo Naledi, left me on read.