Delay in responding to requests

Three (3) weeks ago, I sent communication on the AVBOB website to contact me regarding adding my extended family members as well as updates my banking details. To this day no one had contacted me. I don't know if they actually have a backlog or what but whenever you use their "Contact Us" portal they take forever to respond the same happened when my daughter was born at the end of May. I sent a request to add her to my policy and I was only called back when my baby was two months old. This service is ridiculous and why even have it cause it does not work for the very people you intended for.