Hollard is unwilling to help with an existing policy.

I have lost some of my documents in a fire, amongst them a Hollard Policy. I have been trying for three weeks to get a copy/summary/anything on paper from Hollard, but the people who are supposed to help me do not understand English. I have sent them numerous emails with all the available information and my request, but I am ignored and no attention is being given to my request. Please help me to get some action from them.