After phoning four times in 3 days I couldn't get any answers

After phoning four times in 3 days I couldn't get any answers. I have sent please call me back requests on the website- no calls I request documents on my policy on the online platform- not received. One of the agents promise to sent me a mail with information- not received. Late yesterday I talked to an agent that gave me a satisfactory answer and email address. This morning I request a claim history (to transfer to another company) and it was sent to me immediately - this let me wonder if Virseker is glad to see clients go???