FNB Insurers has the WORST customer service

Using the secure chat in the app, I have been waiting from 14:28 to 16:28. The agent, Suveshen (insurance), has kept me waiting, only sending computer prompts like "will be with me shortly" for two hours. I am now under the impression that he is purposely keeping me waiting till closing time so he does not need to deal with a customer. This is why I am looking at different insurers, and his service has played a large role in this decision. I repeatedly responded with "how much longer" and asked for another agent. All I keep getting is his computer response. After two hours of waiting, he doesn't have the decency to even type a proper reply. But I am now getting the impression it's pure laziness and the easiest way to avoid dealing with a customer. Because if they don't hear from us, they can end the chat. I've responded to every message. Now I am waiting to see if I am right, that he is making me wait till closing time so he can end the chat.