I have been a customer for years and have multiple...

I have been a customer for years and have multiple policies ..... now to complete this trivial payment for a car replacement, it has been hallucinating, nothing less, and I will explain.
Since this replacement was with a new car and I also wanted to insert a fire it is theft, alas, I had to call. I called yesterday 18/12 in the afternoon around 18.00 and I waited a long time and then a VERY SHARP LORENZO MATRICOLA M (and I don't remember anything else) ATTACKED THE TELEPHONE ... it is clear, the line did not drop , attacked him. Ok call back but I WAIT MORE THAN 20 MINUTES listening to that damned record with the usual news for over 20 minutes and I say twenty minutes .... unbearable until I give up, I attack the phone and I called back this morning concluding with a kind operator.
So, to you at genialloyd, just to make you understand .... I would have spent a hundred euros more just to not have that torture ... and I'm serious, I don't say a thousand euros, certainly a thousand no, but a hundred I assure you !!
And then
for the replacement I sent you an email to the address indicated by you with two files attached: accompanying and booklet ..... well I know you won't believe it but the first email you send me, it says THAT IT IS NOT OK, THAT SOMETHING MISSING ... I tremble at the thought of having to call you again .... but this time it's okay, quickly an operator answers me and tells me that the email I just received can be considered null, everything is ok !! Here, mystery why you sent it to me .....
Conclusion: you can't wait twenty minutes without knowing if and when you will answer me .... and watch out for the smart guys who attack the phone .... thanks