Jet Cell Phone Insurance Department

I have cellphone insurance with Jet. Today I went to Zevewacht Edgars to make a claim. It took 40 minutes for the cellphone insurance department to pick up the call. My call was taken by a lady called Ntombi who asked for my details and told me that I am a Jet account holder so I must hold for Jet people and she put me on hold. I was on hold for 1 hour 40 minutes. The lady at Edgars told me that people knock off at 5 pm and I should drop the call and return tomorrow. Jet Cellphone Insurance must respect us we pay monthly, we are not claiming free services. I cannot keep on asking for time off at work to go to Jet and not be helped. They should also change their claiming strategy now a customer cant be going to a store all the time during the pandemic.