No response / delay

On the 8th of April I sent an email to say we want to change our HOC insurer, we got no response and then later got a standard response to which I rep**** to let them know that our policy for the HOC will remain the same, no response again until today I received an email of a document we must sign to change the insurer. Also, we notified the homeloans department on 6 April that we have put our house on the market and we had some questions like the bond we need to apply for, for the other property, but we are not getting a response on this either. I have also done an application online but no one has contacted us in this regard. Please have someone respond as I want to ensure that A) FNB has taken note that we have put our house on the market but the HOC insurer will remain the same