Shocking Customer Service !

Shocking service from Old Mutual insurance, after trying to get a hold of someone from their call center over 4 times and been diverted to multiple people who could help me or just got diconnected, eventually reciebed an email address to contact them on. After emailing them with my query to add a product to my policy the responded to say they cant find any policy on my ID number and they requested policy number. Then sent them my policy number and the respond to still say they cannot find anything. I am highly concerned not only with the shocking service but am I actually insured ! They sure don't have an issue with debiting my account every month though !