3rd attempt to get resolution from telkom insurance

still no resolution on my claim,i spend 15minutes waiting when i do get aq hold of someone ,they want to confirm with supervisor and i wait another 20 minutes and then the call cuts and no callback from anyone,first time ever yesterday i was called back but even that call cut,but for that i think it was cause of load shedding,i just need someone to resolve my query,so we can move forward,it shouldnt take so long for escalation..and again i am sure they wont call me to speak to me about my issue