Customer Service,do you think it has gotten worse

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I have been waiting for my insurance claims representative to contact me and update me about my situation. I filed the claim last friday, seen him monday and left a message this morning asking for an update. I have not heard anything. I don't know why companies leave their card with you, or even give you a contact number for customer service if all they are going to do is make you wait for them to contact you. Why don't they say: "We'll call when we know something". It just seems like it is becoming an exceptable behavior for Companies and representatives to offer their services knowing that they are going to make you wait anyways. What do you think? Karen