As an existing customer, I tried about 3 or 4 times to get through till it rang off the hook. And here comes the hilarious part... I then decided to phone new sales to see how long it took. ONE RING and they answer... So where are their priorities? With you as the paying customer, or only interested the extra buck? This is definitely not customer focused. There are obviously at LEAST triple the amount of staff in Sales than handling our concerns when something goes wrong to us...
So sales put me through to "correct" department. Waited 10 mins, but at least this time they answered. I just needed to make a change on my policy. Agent couldn't help and asked me to hold while she obtained assistance from supervisor. The tactic here is to keep you on hold until you give up and just hang up. You can only listen to that dreadful song for so long after all. But I held until 20 mins later when I was re-directed to and answering machine. They then at least called me back 10mins later. It was then also noted THEY never debited my acc, and I was not covered???
I suggest re-allocating your staff to first serve the customers you have!!
Perhaps Dial Direct or OUTsurance maybe?
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