Unresponsive and poor service delivery

My wife and I need to update our wills urgently as we have recently had another child. We signed up with Capital Legacy a few years ago with no problem, and they happily take our money each month for insurance. Now that we need to change the wills we cannot get hold of them! I have tried to phone the switchboard number a few times but have had no luck. A voice automated message told me to leave a message but the mail box was full. This level of service is absolutely shocking, particularly for something as important as updating wills and/or winding up estates. My big concern is that should something happen to me and my wife, our new daughter is not covered by our current wills. I also worry that those left behind will have a hard time dealing with Capital Legacy when it comes to winding up the estate, as thus far their level of service has been terrible. We are seriously considering switching providers, if we can get hold of Capital Legacy to do that!