Hollard insurance poor service ever

I have a credit life insurance with Hallard that I took more 12 years ago.. I need to claim for credit life insurance ...I have sent email and uploaded documents even on their what's up robot system more than a month ago to date my claim have not been action...I need to speak to the customer care consultant from hollard and u hold on forever on the phone without any help...when u finally speak to an agent then they can't help u as they don't deal with that query...I need help urgently ...their service is extremely poor....I'm highly disappointing and frustrated