Very very poor service

I have sent an email with a claim attached for insurance. I received a response saying it would take at least 5 days. So after two days I decided to call to find out the status and progress of the claim as I really need my handset except I have been on the phone for over 1 hour and 22 minutes and still no answer. This is actually an insult to me as a customer. How am I suppose to find out information regarding my claim if you can't call and get no response to my emails? This is not the first time I have experienced this poor service I have waited at least 30 minutes per phone call just to get the BASIC services that every customer should have.