We apologize

"For the continued delay in the service of your call. Please remain on the line for the next available nurse.."
I was listening to this voice time and again for more than 30 mins as I held the line for my insurance provider.
I heard the message " All of the available nurses are servicing other customers" and it is just sheer numbers that strongly makes me believe that the message I hear is simply not feasible.
What is the possibility that many other colleagues of mine were actually on the line talking to nurses to help them with their insurance details at 2330 hrs (PST).
I wouldn't definitely mind (let me say mind so much) holding the line for other services like hotelling or air travel. But for something as time critical as medical insurance, this is a big 'tsk-tsk'. I thankfully wasn't passing out while waiting, but for others who are possibly in that situation, a 24X7 support has completely lost the whole purpose of its existence with such extended wait times..Is there some where I can voice these thoughts to have an effect?