FNB life insurance department don't know their products

My husband and I phoned the life insurance department of FNB more than a week ago to enquire about our life insurance which we realized are different types of life insurance packages and to get more information on both so tha t we can change to one or the other so that we have the same life insurance. The guy couldn't explain the difference between the two types saying "I don't know how to explain it to you" and "how can I explain it to you?". He eventually promised that he will give our details to someone else to phones us back and to help us. We still waiting for the call more than a week later.