Sky - It sounds like you are advocating for the telecommunication companies to acquire the medical insurance companies for improved efficiency through consolidation of customer service departments
I have a similar story with Comcast that I won't bore everyone with but finally a supervisor lowered my monthly bill (internet only) from $65 to $49.95/mo and increased my speed to 150 Mbps and asked if that would be ok. That was good for a year and I have to work the system every year to keep it from jumping up too much. I am finally back up to $65/mo after a few years but they tell me I have 175 Mpbs now. If you do nothing, it will jump up by a lot every year.
In fairness, many companies still do a good job and bend over backwards to resolve issues the first time through the process. They are generally not insurers and utilities though.