Admin neglect

It's a mystery to me why more careful attention and action cannot be paid to my customer needs. I have had to phone and ask Old Mutual each year for the past 5 years at least to send me my PRMA increase letter. When and if it does come, it is invariably later into the following year to which it applies (like end January). As a retiree, I need this info to be able to form a (tight) budget! The PRMA increase letter should be sent automatically by email a month before the end of the previous year, as well as be downloadable off Old Mutual's website, neither of which is available!