I wanted to describe what is bad, but here everything is said ...
Complaints are not taken into account by the company, the situation does not change. The service speed of the entire department (5 tables) 2 people per hour, of course, is a record for slow and humiliating service.
Employees do not want/cannot/ do not know how to work with clients.
Could it be worse if you don't change the system, then yes.
There is only one branch in the whole city, a crowd of people can stand in line all day. Managers are not competent and cannot or do not really want to answer questions. With an insurance car insurance company, they muddy up any excuse just not to pay. I don't recommend this insurance.