No service at CC&A insurance

We have been with this company for over 3 decades. They use to be able to make phone calls, but now even if you call they are far to busy to talk to you and will never return your call. Even if you email them and ask them to contact you they will not make a call. Trying to escalate to a manager yields the same results. It seems its company policy not to talk to clients. The service has dropped drastically and trying to renew or claim is extremely difficult.