Communication channels not working

I cannot comment on the claim process as I am obviously still alive and breathing. But from reading some of the other reviews it seems like this company really needs to jack up their communication channels. I need to increase my life cover and you would think that they would be eager to help, but I have tried several times to contact the company and the phone either just rings or an automated voice tells me that the agents are all busy but that I can send an email. Well I sent an email but have yet to get a response and it's almost a week later. I am getting very concerned as to whether this company is legit. I have been a member for a decade already with little interaction with them, but every month my debit order goes off and I assume my life is insured. But if you can't even speak to someone, and it seems many others have had the same problem, I just wonder what it is I am paying for.