Poor Service Delivery-1 Life Insurance

I upgraded my policy 3 months ago. 1 Life was supposed to make an appointment with their travelling nurses to come to my home and take blood work for HIV tests. I was not contacted by the nurses to make an appointment nor did 1 Life follow up with the nurses or myself. I received a letter last night which downgraded my policy without any other consultation. I called today to have the matter resolved however the consultant said that he can only send an email to the department and I will have to wait for their call. He did not say when and how long it would take. The policy cannot be upgraded again until the test is done. If this is the case then they must refund the premiums that were deducted and charge out the downgraded amount, I am not left with the assurance that I will be contacted today to have this resolved by the HIV department. The consultant seemed very unqualified to answer my questions. I was informed that my life cover is still active by the consultant however the letter received say accidental death only.????