Standard Bank Insurance no service

Logged a please call back on the 20th of July after being cut off on the phone. Then received a MAIL requesting my ID no on the 21st, which I provided, but STILL waiting for somebody to call me back. Does a call back request not mean a call back? Logged a complaint, admittedly I got a call back from customer service, but Im STILL waiting for the insurance people to get back to me, looks like reduced call centre numbers, working from home & covid are just an excuse not to get anything done, nevermind looking after your customers of over 20years. Looks like I will be changing service providers.