I hope you were not on hold for long. Some years when I tried that ‘they’ found a way while other years they told me to buy the new policy since nobody had the authority to match new quotes that were designed to get new customers and thus were as sharp as they could be.
Telling an agent who has no discretionary authority they should match the new quote because it costs more to get a new customer than to retain an old one is an exercise in futility. Asking for their ‘customer retention unit’ by whatever name? How much time should a customer invest in [trying to] getting a company to react reasonably when there is zero difference between a renewal and a new policy, the latter being some form entries with a known $ outcome?
