NO ANSWER

I have been waiting on the phone for a total of 3 hours when I combine the number of times I have been calling since last week and being told that "I AM CALLER NUMBER 700, I WILL BE ATTENDED TO IN APPROXIMATELY 10 MINUTES" I have sent emails, I have requested a call back... NOTHING!!! That time I just need the latest copy of my policy... I am starting to be anxious about the day that I call for a claim!!!