"A better tomorrow" ?, how about just fixing my insurance claim today?

I have asked Standard Bank Insurance to replace a service provider due to the poor service and experience I have had to date, their response? TOUGH LUCK, if I don't like the service provider I can find my own. Really? is this the T&C's I signed. Then I asked to speak to the supervisor , waited 10 minutes on the call and then was cut off, the irony? the automated voice asks for me to rate the call. Yes I can change my insurance provider, but how about you honouring your side of the deal Standard Bank?