Legal wise poor service delivery

I'm saddened by the lack of customer service from legal wise, I've been paying for almost two years now and needed their assistance for the first time, they have called me back ones unfortunately I was in a meeting and missed their call, but I've phoned back three times and have left a message for my case handler, it's been a month now and still waiting for assistance, but they never slack on taking their monthly premiums every month...