Insurance

Having dealt with work and visiting family having left for a bit I had a look at the reminder I got for our 5Cs insurance. Looking at the documentation and as our van is just over 2 years old as I understand the policy the suminsured should refelect the replacement price so and increase in sum insured is required. Having waited some considerable time on the phone I gave up and asked for a call back. having dealt with other urgent matters and still no call back I gacve up and took the dog for a walk. Half way through that I did get a call back but obviously could not deal with the matter then so I asked if they could call be back in 1/2hr when I would be hoem and wiht the paperwork. After consultation with his supervisor the young man told me "no" as thye were very busy. I then asked if he could call tomorrow and was told no as they are only an inboud call center wiht call back facilities at which point I gave up.
Having spent a long time in the insurance industry in an earlier career and been in charge of customer relations I regard this as very poor service indeed. The system should meet customer needs not the customer fit in with the system.
Is it just me or have others experienced problems?