Pathetic service

Iv been trying to submit a 3rd party claim with oursurance and the only thing holding up my claim is my own insurance with absa as it takes them almost a hour on the phone to send me a no claims letter the agent I spoke to Refilwe Matlotleng for about a hour regarding this letter promised to call me back if my airtime dies and send me the letter whist I was on hold for about 10mins waiting on the letter and claim number. That was yesterday since then iv called back been promised a call back from her and the letter and still nothing. Not a call or even a claim number this is just so off putting, makes me think if this is the service I receive now and I'm not even claiming from them what's it going be like should I claim some day. Wow really disgusted