Poor service

I called Friday the 14th April spoke to a young lady about me having to update my policy to reflect I'm retrenched she advised Im covered for the premium for six months once I sent in my documents but will be called in the week of the 17th April I however was not reached out to I then call on the 20th to follow up where the consultant advised no I'm not covered I asked her how could that be as I was told by two agents I am she in turn advised she will find out puts me on hold for such a long time eventually the call ends no call back from the agent to apologize for the long hold or what new information she has come up with . Please listen to the calls to make a decision as I was explained I'm covered now I'm being told otherwise staff needs training as well on how to assist customers