Shockingly bad service

I have a Emergency hospital cover policy from Nedbank (2011), All went well whilst I paid my policy each month. When I actually got to claim from them after breaking my leg at the end of February 2015 did I realize how bad their service is. Firstly the call centre agents do not answer the phone lines, I waited up to an hour at a time and even in desperation traveled to a branch (approx 30 km's for me) thinking that the service would be better calling from there, no luck though. Eventually when I did get hold of someone, I went through a lengthy questionare as to how the accident happened etc. After 3 weeks, no response, called again, only to then be sent the same questionare for completion, sent this to them on 24 April 2015. I did not hear from them, I emailed on 3 May and only heard from them again on 9 June with a Acknowledgement letter for my banking details and was then paid on 13 June. This process for R1500.00 took over 3 months, I am fortunate that I have access to a landline, a car and time to sort this out. What happens to the people who don't? I emailed on 3 July to cancel the policy - got a auto response and no other response to date. Totally ***********, do not support