No response from Hollard

I've been trying for a month (1st email on 23/10/2015 after 5 phone calls) to contact Hollard to get my policy (RA) information. I've changed jobs and this policy was paid through my previous employer's payroll. I've asked numerous times to get my policy information so that I can continue with premiums directly, nobody comes back to me. I've received a reference number (at last!) on 12 November and a person called Brian told me I will get my information e-mailed within 48 hours. I'm still waiting. This is the worst service I've ever had with any company!! Other Insurance companies actually have systems in place that work, why is it that Hollard does not want to assist me?