Appalling Customer Service Agents

Appalling service, called to log a claim for HOC policy, spoke with consultant INGA, by far the worst service received. I have no idea if this chap had training or does even know the product benefits. a Simple question scared him away from the phone where he proceeded to not even ask whether I have enough airtime, never excused himself, just proceeded to put me on hold with no indication of how the call will proceed. I later got transferred to a brokerage department. Spent 30 minutes of my airtime for this level of incompetence. If I can't get answers to " I need to use my value add benefits on emergency home assist where the first hour of labour and call is covered by the insurer"I can only wonder how this chap passed the product knowledge test let alone be lest to attend to clients straight forward queries, spent 30 minutes, still not assisted. Thanks Absa not even a reference for the call, guess that one wasn't recorded right?