Get your act together Hollard

Must start by saying what I am seeing here is a lot of complaints, Hollard I am writing this on behalf of my parents whom are both pensioners They took a life policy out 13 years ago, Policy number ***, they have been calling and no one can assist them, saying they must get hold of the lady where they took the policy out, where must they get hold of her?The policy is Hollard not a person, they are struggling because of the payments that keeps going up, they asked a few years back to hult the increase on payments, and what they did was not to stop the increase but to stop the policy pay out amount, so the policy payments increase every year, but the payout stays the same amount. and with this covird-19 pandemic wanted to apply for a 3 month payment holiday with no success, I would like a quick response before I lodge a complaint to the Ombudsman Mr M Pretius