A regular paying ghost customer

I am a Chartis Life policy holder since 1996 and pay my premium every month by debit order. I recently queried my policy status via Verifi and was told that Liberty Life had taken over Chartis Life, but was told that Liberty Life has no record of me being a client. I sent an email to Liberty Life and gave my identity number and contact numbers should they need more information, but received a reply that I must contact them on their hotline. When I did so, I held the line for over 20 minutes and could speak with no consultant. I am a sick pensioner who needs to get my testament in order as soon as possible. I need Liberty Life to send me a profile of my policy with Chartis Life. Please help.