Dispute between what the policy *** in black and white is stating and what consultants is saying over the phone

Hi need URGENT assistance from a Snr person that is working with Kaelo GAP COVER, I have made 7 attempts to get to speak to a senior person about my policy as I need to go for surgery and there is a problem between what the policy in black and white state that has been emailed to me and what the consultants tell me over the telephone. I cannot get one consistent answer and it is a big worry - that lets me believe that the consultants working there don't know the products they support.

The last 2 attempts I asked to speak to a senior person or at least give me an email of a senior person as I am not coming right with the foot soldiers.

I got told sorry senior people do not have telephones or emails....do they really want me to believe that.

If I do not get help before end of business on 22 Aug then I will cancel the policy that I am having for quite some time with Kaelo and go to Discovery Gap cover.

It is insane to believe you are not allowed to speak to a senior member of staff but ****** hell my money is good enough for senior staff....just not my voice!!!!!!!!!!!