Loan request on my investment policy

I was happy when I was going through a financial difficulties 6 months back you assisted me and released my funds within 48hrs on my investment policy , however now it's a different story when I am in the same situation and would like a loan to lift down my burdens I can't access it. I've been calling you but can't reach you and the self service doesn't give that option, if you can please assist me on that.