Managers and agents of outsurance have no customer service

I called outsurance today 26/02/2019 at about 1pm got through to an agent by the name of Liezel. I explained to the agent that i need to submit a claim to have my cellphone repaired, i had submitted a claim last year May and all went well so assuming it would be the same this time around to my surprise what a dreadful experience. The agent advises that i do not have cover for this and last year it was a once off business decision that was granted bare in mind last year the agent sorted my claim telephonically within 10 minutes so surely if that was a business decision I would have had to wait 2 to 3 working days for feedback. I requested to speak to the Manager as liezel was unhelpful and rude. Get through to the manager whose name was Luzelle or something like that who was also rude and unhelpful and cut the call on me. I then called back got through to Liezel again who put me on hold for 45 mins and then dropped the line. What pathetic service received!