Unhappy client with the service.

I have a funeral cover with Hollard that includes my 2 siblings and parents. Last week a got a call from the Hollard representative informing me that I'll have to pay an additional amount to my cover as one of my siblings is over 18. This is shocking and confusing because that information was never communicated with me when I opened the cover and the quotation I received from them covered me, my siblings and parents. Anyway, I asked the lady to call me back in the afternoon as I was driving and she never did. This happened last week Wednesday (27/11/2019) and today it's Tuesday, I'm still waiting for her call.