I am unable to log a claim as I can't get through

I went to the website [URL Removed] where they have listed contact information for their insurance department and the number for claim listed as ***is also listed under General Contacts for Credit Protection, Funeral, Life and Income Protection. I noticed this because when I dialed the number the operator told me that the network was congested. I then decided to call the number, ***, listed under General Contacts for Personal Assets and I was prompted to enter my ID or policy number which I did and then the line went quiet for some moments and then I could hear people's voices in the background as though the phone had been picked up and set aside but no one spoke to me. I held the line for over a minute thinking that someone will come on the line but no one did and I ended up hanging up. Is this Nedbank Insurance's way of avoiding to get claims logged so they don't have to process them?