Standard Bank poor service

Standard Bank Insurance, take your money every month with out delay. But try call them their lines always say they are currently experiencing high call volumes, does not matter if you call 8 am 12 pm 4 pm Monday to Friday. i currently on hold for 18 min still waiting, last call last week the call took over 22 min just to find out that they are going to still allocate a service provider which should of been done a week earlier. this is now taking me another hour of my work day. can i not charge them for my time? when asking for a supervisor or a manager to call me back this never happens.