Poor customer service

I've been trying to reach their customer care for several time, even wrote an email to one of their consultant with no response. I need to change my will as a matter of urgent but seemingly no one cares. Previously my premiums we reinstated without my concern, looks like when it come to collecting money they're very quick and on time but when it comes to customer service what a poor experience i'm having. It could mean that its time to look somewhere else.