Useless service, or lack thereof

I'm so livid at the lack of service from this stupid bank's insurance. I called their assist line and spoke to an annoying useless Riad Joseph to ask for a plumber, upon confirming our policy details he tells me that our information is outstanding and can't assist until I send proof. I said that shouldn't be a problem and I can surely send it tomorrow morning because I don't have access to internet at home nor are there any open internet cafes at this time. He had the nerve to tell me that if that's the case he won't be able to assist me, upon requesting to speak to a manager he conveniently told me that she stepped out and what he is telling me is exactly what his manager is going to say, I mean why refuse me that right to speak to the superior if I am a paying client. Now my water bill is definitely going to be sky high because of a benefit that's suppose to be included in my cover but I can't get any help whenever I need it. When we took out the policy we gave them all the necessary info but when we need help it's somehow not verified. My premiums where always collected on time with no fuss or them telling me that info was missing and now that I need help I'm being told stories. Tomorrow morning I'll definitely be looking for quotations elsewhere because standard bank insurance is definitely useless. Very useless especially that stubborn consultant I spoke to. I wasted my airtime for 7 minutes trying to get help. Mxm