Back and forth

OMGEEEEEEEEEEEEEEEEEEE its the worst service. I have been trying to get an email address for the longest time. My mother called the morning and because they are senior citizens they didnt get the correct information down and i had to call back and request the same information in order to request this 'claims' form. I was on hold for at least half an hour then transferred to one caller then when i was eventually answered it was the rong department. then after an hour, i manage to speak to someone and they cant give me the email address without my Fathers consent. This was excruciating. My father is a pensioner now and was forced to become a retired pensioner due to him slipping and falling in front of NEDBANK, FLORIDA. which he has been going to for nearly a decade. He was unable to work after this, and has been paying iWYZE policy for a very long time.... THis is so frustrating and all we need is a letter, i am not sure which document to download from the website, and nobody can assist me because they need consent,i cant get consent because i am doing all of this at work. This is frustrating, when my Father was in hospital i recieved sms's to not forget to pay his policy. So they are very prompt and efficient to take money but never ever efficient to even give the correct email address to claim. PLEASE CAN THIS BE RESOLVED