20 minutes and not an answer.

I started work at a new employer and unfortunately they only have two medical aid schemes to choose from. I compared the plans that would work for me from both companies and found that medshield offers me more. I then filled in the application form and wanted to give them a call to find out a few things, for example whether I can fax the application and how long it will take for them to process as I wanted it to be effective as of 1 April. I used 20 minutes of MY AIRTIME! holding on to no avail. I followed the ridiculously long voice prompts, listened to the advertising material but the call was not attended to. To my annoyance I just hung up. I am really contemplating whether I should join the other scheme that my company offers because I am now sceptical if my claims will be paid in future, if this company is not able to answer a phone call after 20 minutes.