FNB Home Life cover the worst

Since last year December we have been trying to make changes to our FNB Home Life Cover insurance , we have not received any feedback or help from any department. I just want to understand why do we pay for private clients if we do not even get help. This is not the first case I have had with FNB. but they value to keep clients is not really showing up. if we cannot be help with small changes we can might as well move all of our accounts to other bank institution.