Not such a great service

I called standard bank funeral insurance on 26 February 2024 around 08h50 using their number, *** after selecting various prompts I got through to Ndibuwo and I explained to her that I have an existing funeral cover and I was considering increasing the benefit amount but I'll need to know of the cost (quotation) she then informed me that she'll transfer me to "retention " or something like that. She then transferred me and the wait was over 5min without being assisted. I then cut the call and redial so that I could establish other options instead of holding the line maybe leave details to be called or sent email. The second person to take the call was Caroline and I told her what I wanted and she said she'll need to transfer me to retention. I then explained to her that I already been there and I waited long and nobody assisted. Caroline then told me that they sometimes busy and I asked if they could be busy beyond 5min and she said she's not sure. My issue is that surely if I'm a client I should have other options like email etc where I could update my product instead of waiting in the line forever because standard bank is getting money from such product anyway and the least they could do is to save my cellphone costs