Call Centre but no consultants

After so many years with dial direct today I was so disappointed to call the call center and being told there is no available consultant to assist me with policy review and that I must wait someone will contact me as soon as possible.... Really? What time is " as soon as possible". And guess what... Im still waiting for the call... I hope and pray that if I have to submit a claim you won't do the same. I'm loosing faith in you guys... Why do you still have a call Centre if you don't have consultants to deal with our queries.... Wow