Cannot get hold of Customer Care

A claim has been submitted for my vehicle to have the clutch replaced. All the documentation they required has been submitted as requested, but they now want to downgrade my policy because the 90 000km service was done 6000km late. This is due to the fact that my father passed away and I had to go to Limpopo twice unexpectedly and cover the funeral cost. I have tried to get a hold of Customer Care but I have been on hold a long time now and I just want to speak to someone to clarify this.