I'm so fed up with C surance

I am calling to inform them about my excess that I paid regarding my phone claim, I have called the whole week and I been put on hold for half and hour n more there after they drop my calls. This is so ridiculous, it's not normal to put someone on hold for so long. On the 30th I received an email that my claim has been approved. Today I call the consultant said it's been declined but I had to pay excess... I want someone to call me in connection with this because I can't seem to be assisted by the call center n it's the only way to get tru to them.