Careful Hollard Insurance takes your premiums but wont give you the requirements to claim

I have a cancer policy with Hollard Insurance and have been paying premiums for in excess of 10 years. Now i need to claim and they push you around from the one dept to the next even after I have given them the policy number which I have on their letterhead. When you ask to speak to the Managing Director they want to know of which Department. Obviously intelligence and or training is not one of the requirements to work there. If anyone can help what is required so that I can submit a claim it would be appreciated. I am now very nervous that a company like Hollard is just there to take premiums. Not Acceptable Hollard