Non-existent customer service

I opted to take the top-up insurance option with my car finance with Standand Bank VAF. My car unfortunately was written off. The insurance settled the claim and now I have to put in a claim with VAF insurance claims. This is proving to be very difficult. I have sent an email requesting assistance as I am out of the country. The first email went on 2 October. To date no response. I received an email from VAF with attachment detailing the process and forms to be completed. What a joke - the attachments were blank or in an unreadable format. Today I called the call center from overseas and waited 16 MINUTES without the call being answered!!. This is exceptionally bad that a call center for an insurance company expects their customers to wait more than 16 MINUTES for the call to the answered. Is this a nefarious way of trying to avoid claims??? Well if I could actually reach ANYONE at this company, I would be able to find out. Good Luck to anyone who has a claim with VAF insurance!! I will keep everyone posted.