No Assistance from Private banking

I requested my private banker to assist in getting credit insurance on my loan on May the 07th which was 2 days after i logged the orginal request. I had to follow up 3 or 4 times with no response. The last email the Private banker Sihle Dlamini said they have a backlog they will call me when they can, then i said should i go somewhere else to which she agreed. I know we in lockdown but a private banker is a one to one relationship and should be able to assist with small queries, FNB got my insurance within a week turn around time