Appalling service

Appalling service - firstly their call centre is forever busy and you can never get through. When you do finally get through to someone, you're told you're through to the incorrect area because their options are so darn confusing. I've been sitting with 2 claims that are unresolved due to their inability to get back to you. One claim is more than 3 months old. How is this customer service allowed by one of the biggest financial institutions in SA? Do you not take your client seriously? Are we just paying you a monthly fee for no reason?