Lack of response - FNB Brokers

As FNB Brokers (Insurance) is part of FNB this is aimed at them. For some reason or they do not reply to emails even though they are the ones that initiated the dialogue. I am trying to alter a motor insurance policy (which changes I thought that they had actioned same a long time ago, at my request, but hadn't, obviously). To that effect I rep**** to their email of mid last week, the automated reply promised a response with 24-48 hours of which, obviously, I have not received. Another email to them elicited the same automated response, so we will see how long they actually take - I am not holding my breath.