SHOCKING SERVICE AT SANLAM SWITCHBOARD SO HOW CAN WE TRUST OUR MONEY WITH THEM

I have an investment with sanlam almost R300000.00 due to a death in the family I needed to take a loan R10000.00 which I am allowed to interest free, I phoned sanlam, was given another number, then another number and then I had run out of airtime, I bought another R300 airtime and phoned the number and I waited and waited, and waited until the R300 airtime was finished does it take Sanlam a big company like that to make customers waiting, THIS IS REALLY SHOCKING and I then emailed them and I get an auto reply with an email address, NOW WOULD YOU TRUST SANLAM