Terrible client service

We want to find if our policy covers our built-in oven that was damaged due to loadshedding. The bank's website lists two emails *** and *** and two toll free numbers - ***and ***. We send emails to both email addresses - we receive no reply. We phone both numbers and hold for 20-30 minutes without our calls being answered. One option while holding is for someone tp phone us back - we are still waiting. This is terrible service.