Zero Service

I am trying to change the banking details and beneficiary details on my life policy and it appears that no one can assist me. I have tried to self-service online but the online portal cannot even provide me with my policy number, let alone change these primary details. I have tried calling the direct line and just get passed from pillar to post with no one who can assist me. I have been promised documents to be emailed to me and nothing has been sent. Pity to think such a small life insurer would risk a policy lapse when they fail to change the banking details to collect my premium.