Holding for 45 minutes and still nobody answers

For the last week and a half we have constantly tried to get hold of Hollard Insurance to submit a claim, no matter what you do you have to hold on for 45 min to an hour for a call center agent to pick up the phone, The complaints department is not assisting at all and simply tell us to hold on for the call center as they are very busy. My debit order is going off on a monthly basis, busy or not and therefore I expect a service when required. This is the second incident I log within a period of two weeks and I have not even received a confirmation on the first matter. I suggest that if you have time to make sure a debit order is deducted you employ enough staff to mandate the phone, or soon you may stop deducting from my bank account.