Hollard you're useless

Hollard not honoring coverage paid for. In a nutshell there are two policies for our family. 1 taken out in 2000 the other in 2020. Funeral benefit for family of 5 and 2 parents. In 2000 the policy numbers changed and with that 1 parents name disappeared off the policy and the new policy had the other parent ommitted. The problem is we keep having to speak to a consultant each time we call. Explain the situation and never get feedback. Yesterday I called and spoke toTebogoand begged that a manager call back. This has not happened and to make things worth. We buried one of the parents a few weeks back but still nothing from Hollard. It is pathetic and uneccessary. I expect a call from Hollard to finally resolve the issue. *** is the number to call on. Take ownership provide good customer service and we would not need to use this medium to get results. For info the addition of the parents on the policy was via telephone but Hollard cannot retrieve recordings from 2000.