Unprofessionalism and inconsistency of Call centre agent

I submitted a claim on the 11 of April 2025 … called the call centre an agent told me that they need to find the financial advisor of the policy and turn around time would be 48 hrs .. today called again the RUDE call center agent told me she can not help me and cant transfer me to anyone who can assist, and dropped the line .. for someone who is working with vulnerable ppl that was extremely unprofessional