“Its a call centre and as such its very difficult to get hold of a claim agent, but I will send him a message”
In case you are wondering, this is more or less what the call centre agent told my wife after being on hold for a long time. Basically, the people who are supposed to take calls through the call centre are really busy and are not actually taking calls. Instead some low level flunkies are answering the phone and purporting to take some sort of message which may or may not be forwarded to the person concerned. Maybe.