What a joke!

I have a Nedbank Home owners Insurance policy, our swimming pool pump was struck by lightning and I have been trying to phone the call centre to find out if it is covered under our policy. I spoke to 6 people who kept transferring me to someone else and spent 20 minutes and 15 seconds on the phone when the next call centre agent said he needs to transfer me to someone else again - so in 20 min they were not able to transfer me to the correct person, so I hung up as I am at work and in my line of work this is not how we treat our clients. Surely this is not an acceptable call centre experience or is this the norm for you?