Last year's problems repeated

Contacted Liberty last week Wednesday regarding my wife's medical insurance policy, have yet to receive a response. I dealt with the EXACT same problem last year regarding my pension fund. NO-ONE contacts you, yet the automated system keeps assuring you of feedback within 5 working days. How hard is it to simply contact me with my requested information!? I need this info urgently, as I'm starting our new medical cover end of month and I need to know if this existing policy is in conflict with it (as well as how to cancel it if that's the case). Honestly considering moving to Allan Gray if this is how I continue to be treated, as a number and not a customer.