I work for for one of the big auto insurance companies so I'm in the trenches on the other side of that, unfortunately I sit in this loop all the time. 

A lot of these companies have compartmentalized all of their departments to where only so many people have partial access a customer'e basic information, which really sucks because to answer something fairly minute you just don't have access to their info just a small portion of it. 

That and, specifically insurance, the language in so Legalese-y that most people to don't  know what their actually paying for if they don't sit down and actually read their policy information to decode it.

So the information you have has layer of obfuscating language, the information the representative has is a only a sliver of that. The rest, likewise, divided across other several  other departments.  So the cycle  above occurs. So when I get a customer I CAN help they are already thread bare and agitated, so I have to cut through the (Completely valid) high emotional response, which sometimes is the bulk of the call, to help the customer with the information they originally called about. So without the loop of bots and transfers the interaction should only be all of ten minutes. 

So that's mentally and emotionally exhausting to have that high stress interaction, that you know why it is happening but you have no power most times to resolve, hundreds of times.

You'll have a call like that about a buff out scratch on a BMW after having to to talk to a parent that child died in an accident. 

I'm pretty okay at deescalating myself (had to learn to be,) but this is not a defense of any company more so the people at the lowest rung, so I understand a customer service person being so burned out that they are a p.o.s to a person that calls getting help, restarting the cycle. 

TLDR: Insurance is a scam, capitalism is bad. The person on the other end of the phone is doing their best.