Service, what service there is none

Trying to access funds in my flexi-bond , which i have done numerous times in the past, I am now asked to send in an insurance schedule. This I have done 4 times, and everytime i email to check progress, i am sent a generic email saying i will be contacted shortly- i was not or if i was i was asked for the same thing. Today i was told to email a 4th different email address - abysmal service , bearing in mind i have been with this bank for more than 25 years, and its my own money i am trying access - very very unhappy