No assistance for new applicants

I sent my application for suremed shuttle to primecure email as per instruction by a kaelo call centre person in the 4 of October. They quickly sent me a reference no ***. Since then I have not heard anything back from them. Phoning is a nightmare. No one can help. I was just sent backwards and forwards between kaelo and primecure. They can,t even gave me a broker's info or telephone no. Now I have to ask myself if this is what happen when I try to apply for suremed, do I still want to apply because what will the struggle be if I need assistant during a medical problem