Frustrating

I have a funeral policy with 21st century underwriter by Holland when I go to the branch 21st century where I opened the policy they say they can't help because they can't access account of Holland and at Holland they say they can't access the 21st century policies this is so frustrating I had to Google the contact details of Holland and I called spoke to mbali,nomfundo,ntombi and after being put on a long hold I was told she can't finish adding my dependent and she will call within 48 hours which might be on Monday and I requested to get the policy documents on email and didn't receive the email If we struggle now what will happen when we are having a death and we want to claim This sucks