Short term insurance

On the 23rd December I called to follow up on a claim I did on the App and I spoke to a guy called Fatile I think that's the name if I remember correctly but if you ask Robin she will remember. He kept me on hold for 40 minutes. I called back and spoke to Robin who was very helpful and advised me that Ompilela is the person assigned to my claim and she will call me around 15h30 which she did. She then told me she will send a consent form which I didn't receive in the email she sent me. I then send a reply email requesting for the form that I need to complete. Today is the 24th and she hasn't responded. I called and spoke to Lungile and told her what is happening and she said she will send me the form as Ompilela is not available to speak to me. I then asked her is she could please call me in half an hour to check if I received the form and she told me that she can't as they having too many calls. I then suggested that she remain on the line and send me the email and once I receive it we can end the call. She put me on hold for 10 minutes and cut the call. The claims departments service is really ridiculous and unprofessional. Whoever trained the people working there doesn't know customer service. I'm really disappointed in the service I received from the short term insurance department of FNB