We were mislead - and receive now limited support, bad communication

<p>I'm writing with my wife's consent, regarding her life insurance policy. We (because I'm paying the monthly premium) were lured into this policy. We were made to believe when we signed up in 2002 that this is/was a Life insurance and annuity policy.</p> <p>She is turning 65 in September this year and when she enquired about what the return (anuiety) amount will be, she was informed by the customer centre that this policy is only a life insurance policy. This was a major shock for us because of the huge contributions we have already made to this policy. She requested additional information but the customer centre was not able to answer all her questions. </p> <p> She then:</p> <p> 1. Wrote to the customer centre requesting for additional information but did not received the information she required, only received an email with glamorous insurance jargon terminology (garble).<br />2. She again phoned the customer centre and requested to speak to the person who has written the email to her, however they couldn’t connect her with the writer. <br />3. Then she wrote again, and again received an email full of the same jargon but not the info she required. <br />4. She phoned again and requested again to speak to the most recent writer of the last email - but again a connection couldn’t be established by the customer centre. <br />5. Then she requested again by email that the creator of the latest email contacted her by phone but nothing happened.</p>