Call centres

I visited an elderly couple this week. They are having problems getting their insurance company to pay up on a claim.  I read through the paperwork and as far as I am concerned the insurance company are well out of order and they are demanding money off them!  The gentleman cannot sleep and has already been in hospital for high blood pressure.  This couple are in their 80's. 

 I rang the insurance company but of course the person you want is never around - on a training course.  And no-one has bothered to ring back even though they said they would.  I expect it will be days before I get through and then they will say I can't deal with it.  

Call centres pushing you around from pillar to post.  The funny thing is they call it Customer service.  I like a real person on the end of the phone who is really trained to be able to answer the questions.

I am determined to help this couple though as it reminds me of my mum and dad and the sorts of problems they had.  It's really hard for older people to deal with stuff like this.