New PIP claims - callback offered?!

Just tried to call PIP to make a “new” claim (actually a renewal but the term doesn’t seem to exist in PIP) - waited 15 minutes to get through .

When I got through the adviser told me they were experiencing very high call volumes, which I thought was the start of an apology, but it turned out she was offering me a call back service for tomorrow morning rather than actually taking the new claim over the phone at that moment!

I was at first stunned then apoplectic - I made the point with her that I couldn’t take a call back for this as I wouldn’t have the client with me tomorrow and asked that she raise this with her manager.  She put me on hold briefly and then just when I thought she’d come back she hung up. Dreadful.

Hope this is a one-off.