Communication woes

I have been trying, for nearly a month, to update my life policy to include a disability benefit in order to register a further bond with FNB. While I receive prompt response to my emails, I have to follow up with each step as there is no communication that isn't initiated by me. This has lead to unnecessary delays, as with each step, I'm required to fill out yet more forms. If the customer contact people took the initiative to contact me when the underwriters demand additional paperwork, this issue could have been resolved weeks ago. Really disappointed in the service from Momentum.