Kaelo are ignoring me

After diligently paying my premiums every month for a number of years, I recently needed to ask a very simple question regarding my policy. My e-mails have all gone unanswered, even my requests for escalation. I phoned and asked to speak to the manager. I was told she was in a meeting and would call me back. The agent I spoke to promised to call me before the end of the day to check whether or not the manager had called me. Neither of them called me. The agent I spoke to gave me a different e-mail address to use. I've had no response from that one either. I now need the highest level of management to call me to explain why I deserve this level of service. They must also explain to me how to cancel my policy, because I don't have confidence that they will be any more efficient if ever I have a claim.