1Life - a lot of staff training needed

My husband has had a life policy since 2007. Recent circumstances have made it necessary to "borrow our own money" so to speak. However - one half of the staff says it can't be done and the other half say yes it can. Go online, fill in the application, someone will call you and you cede the policy to the loan. Tried that - immediately declined, nobody phoned. We are not doing this because we want to but because we have to. Making it as difficult as it is just aggravates and frustrates clients