No client urgency and their SLA don't exist

On 5th October I send an email to Hollard life asking them to reduce my policy cover amount as I am unemployed. By the 11th had not received feedback so I called and waited long before a consultant answered, I explained my situation and explained I have no airtime and asked that they please call me back same day. No call till today. On the 11th or 12th I sent a complaint to their complaint mail and still no call or email. I'm disappointed and annoyed by the service, wanted to reduce cover as I wont have the premium from this month end. They will want to deduct the high amount that I have been trying to reduce