Call centre inefficient

God help us if we want to contact them online. First a long drawn out system where we have to enter lots of information, after that wait...wait...wait..a message "Please hold, one of our skilled Staff will attend to your call" After waiting for half an hour, one has no option but to hang up, possibly skilled staff still busy enjoying holidays. Meanwhile they do not send an email telling you that they have increased your monthly charge and on 6th January you receive a message saying "Your Cover has been stopped". Why, if there is an increase in charges, one should be notified, and if the previous bill has been paid promptly on 2nd January, they should not stop your cover. No understanding whatsoever. What if I had been in hospital and although paid the original amount as per contract, for a miserable R520, I would have been left with no cover whilst in hospital. Meanwhile all attempts to contact them would have failed as is evidenced from this call. They need to employ more staff, and work in offices, rather than from home. This working from home is not working.