Pathetic service

I requested a cashback funeral servic policy from Heidelberg branch it took the lady over 3 weeks to complete she doesn't answer questions only the ones she feels like answering and not the info or the complaints department answers emails the only response I get is an automated response. I have never ever had such poor service. Your policy is a template how can it take so much time. I requested debit for June and she made it August making my waiting period even longer. I asked about the period waiver due to the fact that i was covered up until the day I received my policy number from Avbob and then canceled my funeral cover that I have. It states in YOUR policy you may qualify for complete or part waiver I asked about it again no answer. She put up my waiting period for 6 months even though in her policy it states i may qualify for waiver period she was well aware of my current policy as I mentioned it even on the day she send me a quote and everytime I had to ask about the policy I mentioned I have to cancel my current one. My question is what if something happens to my loved ones witt the service aldo be this pathetic???!!! I would not recommend your Heidelberg branch or even avbob at all to anyone as they don't even answer your email for more than 3 weeks now over 10 emails sent no help at all!