Hollard Legal services a vexation to the spirit!!

I pay a premium every month for Hollard Legal services which I have not used in years. I have an urgent matter to resolve and needed to make use of the services - telephonic legal advice and consultation with an attorney. I phoned the call centre and as there was no legal adviser available they said one would call me back. I asked for a call reference no & only then did the agent say they would log a case. I then followed the call up with an email (included the call reference no)asking for urgent assistance. I received a call within the hour, which was within my expectations, from a so called legal adviser. I explained to the legal advisor my situation but it was clear he was not quick to grasp - I had to repeat myself continuously, re- explain which made it an extremely frustrating and infuriating call. He did not seem to gather what I needed and had a cheek to refer me to the Ombudsman for an urgent issue. I was completely exasperated at being told to go this route - I know the Ombudsman exists, why they exist & that their rulings are binding - but it is an URGENT MATTER - it cannot wait for the timelines to which the Ombudsman works!!! The legal advisor would not let up that this was the way to go and so I asked for his manager to call me. Needless to say I've not yet received that call! It's really pointless taking up any of these legal service monthly subscriptions if this is the type of service one gets. It is actually shocking!! Thanks to Hollard it is the end of the working week tomorrow and my urgent issue remains unattended causing me alot of anxiety and anger!!!!