Slow and incomplete responses via email

I emailed *** on 29/01/24 requesting a quote to increase cover and add an additional dependent to my funeral policy. They responded 4 working days later, with just the feedback of the quote on increased cover. Total disregard to my request to add my brother. I responded on 05/02/24 and requested that they go ahead and apply the increased cover and requested confirmation if my brother has been included. To date, I have not had a response. Is this the type of service and delayed response I will be experiencing when I need to claim?? I am so disheartened and disgusted.