Hollard bad service

We have experienced such bad service that I now have to ask you to wake them up please. We just cannot get anyone online nor on the phone to answer our questions re our funeral policy. On 15 Aug Winnie Magubane sent us an e-mail asking for my wife's details which we sent back to her. Untill now no reply yet. The same happened when we asked them to increase our coverage last year. It took them ages to do so and then we had to beg them for a copy of the policy. What if one of us passes away, will we have wait for the payout for a year?