American Family Insurance Complete lack of customer service Internet, Internet

While I was attempting to help a customer reconcile the amount of money still owed to her from her property damage insurance claim (our invoice was paid in full - this was strictly as a customer service endeavor), I contacted her insurance company - American Family customer service - via telephone.

Initially the customer service rep was polite enough but when I offered to send over the sign authorization form allowing them to discuss the account with me, he got snippy and refused to accept WRITTEN, SIGNED authorization.  

Then he repeatedly (over 5 times) refused to allow me to speak with a supervisor to clarify what authorization they required.

Extremely bad customer service - you would think they would care more about their own clients!