so AVBOB thinks I am a mind-reader?

Thursday 5 July I added my uncle to my funeral policy. The guy I was speaking to asked if I wanted to do it for just asked for his birth date of which I questioned him to ask if he doesn't need my uncle's complete ID number (for claim purposes) and he said its not necessary but I can give it to him of which I did. Saturday 6 July I received 5 identical smses stating "Dear MS L MAKHAFOLA we cannot process your enquiry due to oustanding info. Please email it to ********** with your AVBOB policy no **********" . I emailed the address given on the same day and by Monday there was still no response so I emailed and even called AVBOB. I called on numerous occasions and their "agents were always busy". I left a number to be called back on and still no call. Fast forward to Wednesday I finally get through and speak to a Melissa. She assures me she won't forward me to anyone as I told her I am now gatvol. She forwarded me to someone who wanted to forward me to someone else and at this point I am boiling. She asked for my number to call back and I told her she should have it on the system. Finally the person I spoke to on 5 July calls back and even he is clueless. He said he would call back in 2 minutes and even laughed when I told him I am angry now because I don't know what is going on and I am being sent from pillar to post. He assured me he would call back in 2 minutes. 6 minutes later, I am still waiting. Really if this is what I have to go through to add someone on my policy, how will it be if I have to claim from you AVBOB? I am not happy with your service and to think a portion of my premium goes to these clueless people?