No Answers, just debit orders...

We had severe storm damage and I have been waiting since the 16th of October for someone to get back to me regarding my claim. Each time I call, I have to hold for over half an hour before anyone answers. I feel that this is unacceptable as I pay for insurance yet need to pay another subsidy just on phone calls.. We are desperate to repair the damage and cannot wait so long. I understand that with the storm there are alot of claims, but holding on each call for approx 45 minutes a time, is absurd. Can someone please call me back with what is going on. Surely the contractor who came through two weeks ago should have been finished with the work now already. I am currently on hold, and it have been holding for 57 minutes. Are you going to refund me my airtime? This truly is unacceptable. I will expect a call back by no later than 13:00 today or I will have no other choice than to take this matter further.