Bad Service

I have life insurance with Hollard Life. Policy No. ***. I have been trying to make amendments to life policy since 6 July 2020 but I have had no success. I have been to Hollard Dobsonville Mall and Hollard Protea Point and both branches were unable to pick up my policy on their systems using my policy or identity number. I then phoned the Hollard Life call center, my policy exists and it is in good standing but Hollard Life have not responded to my emails sent to them on 6 July, 27 July and latest one 9 August 2020. The strange thing is that they were able to send me a policy escalation letter on 10 August 2020. Their turn around time in responding to emails has been absolutely poor and their consultants are not adequately prepared to assist walk clients with life cover queries. I spoke to *** at the call center on 27 July 2020, I have sent a follow up email she has no responded. I have sent three emails to *** on between 6 July and 9 August 2020. No one from Hollard Life has responded to any of my emails. Do I need to call Mr Enthoven directly to get help?