Poor cutomer care

I've been diagnose with cancer and went for surgery. There is a co-payment on the operation which i had to pay before submission. The policy makes provision for the co-payment. This is a standard procedure and is done a lot. Surely i am not the first one. The reason the claim was declined, is because they could not get hold of me and i did not change my details. I did sent them numerous e-mails which include cutomercare. The only response i got was a computer that acknowledge receipt. No one ever responded. There is a price increase and i got the letter for that. My details never changed in over 10 years. My telephone number is a 24/7 number as this is for my bussiness. This is bad bussiness from Old Mutual Insure.