Irresponsible staff

Worst experience ever with a very irresponsible staff. I called on the 8 of May 2021 because I wanted an insurance so we managed to do the insurance then the person who was helping me said he will send a confirmation letter. I waited for 2 hours when we call again they said they can't pick a policy then we had to do another policy which took them 3 hours to send a confirmation letter. So I ended up with to same policy because of irresponsible staff meaning they will be deducting money twice. Am not happy I am surely going to cancel the policy