Lazy staff, extremely poor service, insurance cover doesn't match up to requirements

I have honestly never dealt with such a lazy insurance broker in my entire career! Our policy documents show that 15% of our business insurance premiums go to this incredibly lazy broker as commission. Yet I can't for the life of me figure out how she can justify her commission given that she's done absolutely nothing for more than 3 years! Our policy schedule doesn't match up to our business assets and a brand new company SUV that was purchased in April this year is now replaced by a Ford Figo. Yes, a R465,000 SUV = Ford Figo for car hire! We've never once complained about the price of our premiums and we've never tried to cut corners with our cover. We've paid the highest rates for the worst possible service and our insurance cover doesn't match up to any of our assets. When we asked as to how this happened we got an arrogant response stating that we should have checked our insurance cover ourselves. I mean really, what's the point of having an insurance broker if they couldn't be bothered to assist in at least matching your assets to your cover? Are all insurance providers really this lazy?