Bad service

I have done a withdrawal on my policy 2days ago i got a reference number,i try calling from my cell need to verify me before i can speak to a consultant eventually when you get to the consultant they need to verify again,yes they can confirm ive done the withdrawal but they will have to put me through claims department,this is now the 2nd time that im calling for the morning which i drop the call after holding on for more than 20min,and all i need to know if there is any feedback as a customer this is a red flag