I am having a horrible experience. Can't get an a...

I am having a horrible experience. Can't get an answer to a simple question and have been bounced around for 3 weeks and still can't get the answer. Voice mail to voicemail to an assistant who is new and doesn't know. Left several messages, and spoke to several people. I am nervous about the state of this company and the fact that I have insurance with them.
Years ago when I called with questions I had excellent customer service, this seems like a big change.
The people I have been dealing with are from the Markham and Bay st. location.